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 2026 ICMI Global Contact Center Awards. 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.

Abbie Caracostas, Portfolio Director, Events and Training, ICMI’s Contact Center Expo said, “The ICMI Global Contact Center Awards shine a spotlight on the innovators shaping the future of customer experience and contact center leadership. This year’s submissions reflect an industry that’s constantly evolving, with teams embracing AI, reimagining operations and finding new ways to deliver meaningful results for both customers and employees. It’s inspiring to see so many organizations raising the bar. We’re excited to recognize and celebrate their achievements in October.”

The 2026 ICMI Global Contact Center Awards finalists:

Best Contact Center Agent

  • Brad DePew, Showdown Displays

  • Fred Manhart, Panasonic Connect North America

  • Jerron Owens, Navy Federal Credit Union

  • Quinae Williams, Panasonic Connect North America

  • Bonnie Wittmeier, Net At Work

Best Contact Center Supervisor

  • Kelvin Esbrand, FAIRWINDS Credit Union

  • Jillian Harrington, Navy Federal Credit Union

  • Renata Harris, Pathward Tax

  • Ericka Martinez, Etech Global Services

  • Morgan Wilhelm, Navy Federal Credit Union

Best Contact Center Manager

  • Travis Broberg, Showdown Displays

  • Erin Lund, Coast Professional, Inc.

  • Brandon Mullen, FAIRWINDS Credit Union

  • Autumn Paul, Zeiders Enterprises, Inc.

  • John Riddell, Ultimus Fund Solutions

  • Colleen Sadek, Showdown Displays

  • Heather Sheeler, Pathward Tax

Best Contact Center Director

  • Trina Bowden, AAA, the Auto Club Group

  • Chris Brown, Coast Professional, Inc.

  • Jennifer Glanville, UnitedHealthcare Consumer Services

  • Stephanie Springborn, Zeiders Enterprises, Inc.

Best Use of AI

  • 360 Direct Access

  • AKBANK TAS

  • Cathay Life Insurance Co., Ltd.

  • Translink

Best New Technology Solution

  • 360 Direct Access

  • eGain Composer™

  • NiCE

  • RingCentral

  • Verint Genie Bot

Best Contact Center Culture

  • Maricopa Contact Center

  • Navy Federal Credit Union

  • Panasonic Connect North America

  • Redial BPO

  • StarTech.com Customer Support Department

  • Subaru of America

  • UPMC Health Plan

  • WebMD Health Services

Best Use of Customer Feedback

  • Cathay Life Insurance Company

  • Dow Jones & Company Inc.

  • Gopher Sport

  • Ohio Turnpike and Infrastructure Commission

Best Customer Service Innovation

  • 360 Direct Access

  • Ultimus Fund Solutions, LLC

  • Vertex Inc

  • Veterans Health Administration – Member Services

Best Small Contact Center

  • Bonterra

  • FAIRWINDS Credit Union

  • Gopher Sport

  • UPMC Health Plan Provider Services

  • Weitz & Luxenberg P.C.

Best Medium Contact Center

  • Blue KC

  • National Life Group

  • Payroc

  • Showdown Displays

  • WebMD Health Services

  • Zeiders Enterprises, Inc.

Best Large Contact Center

  • Amica

  • Cathay Life Insurance Co., Ltd.

  • UnitedHealthcare Consumer Services

  • UPMC Health Plan Member Services

  • Veterans Health Administration- Member Services

The winners will be announced at the ICMI Global Contact Center Awards Party at ICMI’s Contact Center Expo, which takes place on October 28 at the Gaylord Palms in Orlando, Florida.

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

  • Chris Bean

  • Sarah Caminiti

  • Donald Chew

  • Michelle DiPietro

  • Kris Frakes

  • Beth Gauthier-Jenkin

  • Kimberly Hart

  • Irina Hollatz

  • Jeremy Hyde

  • Keegan Kuhlmann

  • Loren Moss

  • Leslie O’Flahavan

  • Natalie Perez

  • Paul Richardson

  • Shmuel Saklad

  • Dan Smitley

  • Janice Smith

  • Kristin Sprows

  • Josh Streets

  • R.J. Volnoff

Learn more about ICMI’s Contact Center Expo and to register to attend the event, October 26-29, click here.

For media registration, email meryl.franzman@informa.com.

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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