ICMI 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, announced the winners of the 2026 ICMI Global Contact Center Awards throughout the event. 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 the winners of ICMI Global Contact Center Awards. These outstanding individuals and teams represent the best of the contact center industry, demonstrating exceptional leadership, a commitment to innovation and a forward-thinking approach to emerging technologies and best practices. Their achievements are shaping the future of customer experience and inspiring a new standard of excellence across the industry.”

ICMI Global Contact Center Awards winners:

Individual Awards

  • Best Contact Center Agent: Quinae Williams, Panasonic Connect North America

  • Best Contact Center Supervisor: Morgan Wilhelm, Navy Federal Credit Union

  • Best Contact Center Manager: Travis Broberg, Showdown Displays

  • Best Contact Center Director: Stephanie Springborn, Zeiders Enterprises, Inc

  • Lifetime Achievement Award: Wendy Fowler

Team Awards

  • Best Contact Center Culture: UPMC Health Plan

  • Best Use of Customer Feedback: Ohio Turnpike and Infrastructure Commission

  • Best Use of AI: 360 Direct Access

  • Best Customer Service Innovation: Vertex Inc.

  • Best New Technology Solution: RingCentral

  • Best Small Contact Center: Winner: UPMC Health Plan Provider Services; Runner Up: Weitz & Luxenberg P.C.

  • Best Medium Contact Center: Winner: WebMD Health Services; Runner Up: Blue Cross and Blue Shield of Kansas City

  • Best Large Contact Center: Winner: Cathay Life Insurance Co., Ltd.; Runner Up: Amica Insurance

During the inaugural Women in Leadership luncheon, ICMI recognized a group of distinguished finalists through its ICMI Women of Impact awards program.

The 2026 ICMI Woman of Impact winner is Sarah Caminiti, Head of Business Transformation at Support Ninja and host of The Career Strategist podcast.

Caminiti helps organizations strengthen leadership, improve customer experience, and turn transformation goals into everyday practices. Her work focuses on the conditions people need to succeed: clear expectations, meaningful accountability and room to question, experiment and learn. Known for connecting candid storytelling with practical guidance, Caminiti challenges leaders to examine the gap between what they say and what their teams experience. She is an ICMI Top 25 Thought Leader, ICMI Featured Contributor, frequent speaker at community events and a CX Accelerator Core Leader, bringing a human perspective to conversations about service, support and the future of work.

Finalists included:

  • Kaylene Eckels, President and COO, Etech Global Services

  • Sarah Gibart, Senior Effortless Experience Manager, Gopher Sport

  • Clarice Taylor Merriman, Associate District Director, Maricopa County Community Colleges District

  • April Mims, Associate Director, Enrollment Case Management, VHA Member Services Eligibility Center

  • Natalie Perez, CEO & Co-Founder, Cisne

  • Beth Reedy, Manager, Integrated Systems & Customer Solutions, Black Rifle Coffee Company

  • Kristine Simmons, Manager, Customer Support, OneCause (Bonterra)

Caracostas added, “We were also thrilled to honor the inaugural Women of Impact Award winner and finalists. This award celebrates women who are shaping the future of customer experience and workforce strategy.”

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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