ICMI’s Contact Center Expo, which brings call center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the contact center industry, today announces the finalists for the 2025 ICMI Global Contact Center Awards Finalists. The awards honor and recognize the companies, contact centers, and individuals that provide a platform for leadership, vision, innovation, and strategic accomplishments in the profession and their industries.

Tara Gibb, Senior Director, ICMI’s Contact Center Expo said, “ICMI’s Global Contact Center Awards allow us to recognize exceptional leaders in the Contact Center Community. This year’s record-breaking number of applications highlights the incredible passion and dedication within the industry, as individuals and teams continue to push boundaries, embrace new technologies, and implement best practices to enhance both customer and employee experiences. We look forward to celebrating them this Fall.”

The 2025 ICMI Global Contact Center Awards finalists:

Best Contact Center Agent

• Jaid Burton, Showdown Displays
• Amber Cummings, Navy Federal Credit Union
• Alvinia "Vina" Faulkner, Callzilla
• Jocelyn Johnson, STCU
• Ashley Wenzinger, Navy Federal Credit Union

Best Contact Center Supervisor

• Loryn Alexander, STCU
• Renata Harris, Pathward
• Christine Johnson, Ultimus Fund Solutions
• Beth Linthicum, CVS Aetna
• Lacey Nowlin, Instant Teams

Best Contact Center Manager

• Dalmas Cavins, InteLogix
• Isabelle Deslauriers, StarTech.com
• Kalen Morgan, InteLogix
• Heather Sheeler, Pathward Tax
• Lisa Williams, Navy Federal Credit Union

Best Contact Center Director

• Lisa Diehl, Freshpet
• Kevin Hollingsworth, InteLogix
• Jeremy Hyde, Sun Country Airlines
• Kara Whalen, VHA Member Services, Health Resource Center

Best Customer Service Innovation

• Arbella Insurance
• Samsung Electronics America
• Veterans Health Administration, Member Services

Best Use of AI

• Cathay Life Insurance Co., Ltd
• Etech Global Services
• OneSource
• TechStyleOS

Best New Technology Solution

• Cognigy
• Etech Global Services
• Verint

Best Use of Customer Feedback

• Blue Cross and Blue Shield of Kansas City
• Mohammed Bin Rashid Establishment for Housing, Customer Happiness Team
• UPMC Health Plan

Best Public Sector Team

• Access Customer Service Center, County of San Diego, Health and Human Services Agency
• Region of Durham
• The Veterans Health Administration, Member Services
• The Veterans Health Administration, Income Verification Division

Best Contact Center Culture

• DHL Express Australia
• FAIRWINDS Credit Union
• Redial BPO
• Synovus Customer Care
• Ultimus Fund Solutions, LLC
• WebMD Health Services

Best Small Contact Center

• Mohammed Bin Rashid Establishment for Housing
• OneCause
• STCU
• UniSuper
• WebCE

Best Medium Contact Center

• Blue Cross and Blue Shield of Kansas City
• Pathward Tax
• Payroc
• Showdown Displays
• WebMD Health Services

Best Large Contact Center

• DHL Express
• Etech Global Services
• Navy Federal Credit Union
• Simply Contact
• The Optimum Care organization
• UPMC Scheduling Services

The winners will be announced at the ICMI Global Contact Center Awards Party at ICMI’s Contact Center Expo, which takes place October 27-30 at the Loews Royal Pacific Resort in Orlando, Florida.

The ICMI Global Contact Center Awards are judged by industry experts including:

• Nate Brown
• Sarah Caminiti
• Donald Chew
• Beth Gauthier-Jenkin
• Vicki Herrell
• Mimi Hoyer
• Luke Jamieson
• George Kaduru
• Michael Mattson
• Aleasha McDaniel
• Laura Mendoza
• Loren Moss
• Leslie O'Flahavan
• Bianca Price
• Justin Robbins
• Scott Sachs
• Laura Sikorski
• Josh Streets
• Jeff Toister
• Jeremy Watkin
• Michelle Williams

Learn more about ICMI’s Contact Center Expo and to register to attend the awards party on October 29, click here.

For media registration, click here.

For additional information on exhibition or sponsorship opportunities, contact us at ICMISales@informa.com.

Follow ICMI’s Contact Center Expo on LinkedIn, YouTube and Facebook.

ABOUT ICMI
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is brought to you by Informa Connect.

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