MEDIA RELEASE PR38046
The International Customer Management Institute Opens Nominations for the 2010 Global
Call Center of the Year Award
COLORADO SPRINGS, Colo., Jan. 27 /PRNewswire-AsiaNet/ --
2010 award entry expanded to include call center social media strategies
and home agent integration
The International Customer Management Institute (ICMI), celebrating its 25th
anniversary, is now accepting nominations for its annual Global Call Center of the
Year Award. The nomination deadline is Friday, March 12, 2010.
"The Global Call Center of the Year Award recognizes and honors the contact
center teams who, through their commitment to superior service, have done the most to
deliver a quality customer experience and enhance both the center's strategic value
to the organization and the image of the profession," said Layne Holley, ICMI's
Director of Community Services. "In reality, this award is an industry benchmark
because the application challenges organizations to drill more deeply into their
operations and performance on multiple levels."
The award application requires candidates to provide detailed information in a
wide range of categories, including company structure, strategy and policy; people
management (hiring, training, and employee satisfaction/retention); process and
procedures (performance metrics, workforce management, quality monitoring, and
customer satisfaction measurement/management); as well as technology. Each applicant
must also submit a three- to five-minute "virtual visit" of the operation, displaying
such images as office ergonomics and teamwork in action.
The award, which recognizes excellence in contact center operations, is presented
to one small-medium contact center (75 agent seats or less) and one large contact
center at ICMI's global event, the ACCE Conference and Expo
Orleans Hotel, LA.
"This year, we added the collection of information on how call centers are
embracing and employing such key tools and trends as social media and home agents,"
noted Greg Levin, ICMI's Community Services Manager. "We're also enabling the entire
process - the rigorous questionnaire and digital 'virtual visit' videos - to be
completed and delivered electronically for the first time."
Nominations will be judged by a selection committee comprising experts from all
facets of contact center operations, including specialists in technology, training
and people management, workforce and resource management, and quality.
Nominations will be scored on how candidate call centers embrace and embody
ICMI's principles of effective call center management, create a positive work culture
and a climate that fosters personal growth, and develop a track record for
establishing and attaining demanding goals within the organization.
Judges will select two finalists from each of the two call center size categories
who will then be interviewed by a final panel of judges at the June Conference and
Expo.
Each finalist will receive two all-access event passes to the ACCE show (nearly a
$4,000 value) where the award ceremony will take place. The winner from each category
will take home a trophy, and later be interviewed on an event webcast, promoted in an
ICMI press release, profiled in the industry-leading "Call Center Insider" e-
newsletter and on icmi.com, as well as receive permission to use the Global Call
Center of the Year Award logo in print and online to further promote their honor to
corporate executives and customers.
Last year's winners were NCS Pte. Ltd, a Singapore-based call center outsourcer,
in the small-medium category, and American Express UK Customer Service Centre, a
financial services operation located in Brighton, England, in the large category.
For more information on the Global Call Center of the Year Award, visit the
(International: 001.719.268 0305) or email icmi@icmi.com.
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. ICMI's experienced and
dedicated team of industry insiders, analysts, and consultants are committed to
providing uncompromised objectivity and results-oriented vision through the
organization's respected lineup of professional services including: Training and
Certification, Consulting, Events, and Informational Resources. Founded in 1985, ICMI
continues to serve as one of the most established and respected organizations in the
call center industry.
About Think Services
Think Services connects specialized communities worldwide using educational
events, consulting, training, certification, membership, and innovative media.
Providing comprehensive opportunities for people to learn from, network with, and
inspire each other, Think Services builds strong brands and works within communities
to foster a unique affinity with its products and services. The division's flagship
products include the Game Developers Conference, the Webby Award-winning
Gamasutra.com, Game Developer magazine, the International Customer Management
Institute (ICMI), and HDI. Think Services is a subsidiary of United Business Media,
a global media and marketing services company with a market capitalization of more
SOURCE: Think Services/International Customer Management Institute (ICMI)
CONTACT: Marta Baker,
ICMI, International Customer Management Institute,
+1-719-785-5364, mbaker@icmi.com
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