Recognizes and Celebrates Exceptional Leaders in the Contact Center Community

Last night at an awards ceremony at ICMI’s Contact Center Expo, which brings contact center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the industry, the winners of the 2025 ICMI’s Global Contact Center Awards were unveiled. 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, ICMI Portfolio Director said, “Congratulations to this year’s winners of the ICMI Global Contact Center Awards. The program recognizes and celebrates the exceptional leaders in the contact center community—individuals and teams who embody the very best of our industry. Through their dedication to innovation, new technologies and best practices, they are setting the standard for excellence across the industry.”

ICMI’s Global Contact Center Awards winners:

Individual Awards

• Best Contact Center Agent: Alvinia “Vina” Faulkner, Callzilla
• Best Contact Center Supervisor: Christine Johnson, Ultimus Fund Solutions, LLC
• Best Contact Center Manager: Isabelle Deslauriers, StarTech.com
• Best Contact Center Director: Kara Whalen, VHA Member Services, Health Resource Center
• Lifetime Achievement Award: Beth Gauthier-Jenkin

Team Awards

• Best Contact Center Culture: Synovus Customer Care
• Best Use of Customer Feedback: Blue Cross and Blue Shield of Kansas City
• Best Use of AI: Cathay Life Insurance Co., Ltd
• Best Customer Service Innovation: Arbella Insurance
• Best New Technology Solution: QEval by Etech Global Services
• Best Public Sector Service Team: Veterans Health Administration, Member Services
• Best Small Contact Center: STCU (Winner); OneCause (Runner Up)
• Best Medium Contact Center: Pathward Tax (Winner); Payroc (Runner Up)
• Best Large Contact Center: Navy Federal Credit Union (Winner); Optimum (Runner Up)

Learn more about ICMI’s Contact Center Expo here.

For additional information on 2026 exhibition or sponsorship opportunities, contact us at ICMISales@informa.com.

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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 PLC.

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