2012 ICMI Global Call Center of the Year Award |
Welcome!
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Welcome! This is the application for the 2012 ICMI Global Call Center of the Year Award. This coveted award will be presented to the one large call center AND the one small-medium call center that ICMI feels most embody call center excellence -- based on the following criteria:
• Show a strong grasp of the core and advanced principles of effective call center management.
• Measure the right metrics and consistently meet or exceed key performance objectives – always mindful of each metric’s impact on the customer experience.
• Sustain a positive work culture that fosters employee engagement, development, and continuous improvement.
• Demonstrate innovation and progressive strategy in terms of people management, processes and technology.
• Continually strive to strengthen the call center’s role within and strategic value to the larger organization.
• Have successfully implemented and leveraged a technology to improve customer service.
All applications (and videos -- see next section) will be evaluated by ICMI's elite Selection Committee, comprising leading call center consultants (all of whom have considerable call center management experience), researchers and journalists.
Thank you for your interest in the 2012 ICMI Global Call Center of the Year Award, and best of luck!
• Show a strong grasp of the core and advanced principles of effective call center management.
• Measure the right metrics and consistently meet or exceed key performance objectives – always mindful of each metric’s impact on the customer experience.
• Sustain a positive work culture that fosters employee engagement, development, and continuous improvement.
• Demonstrate innovation and progressive strategy in terms of people management, processes and technology.
• Continually strive to strengthen the call center’s role within and strategic value to the larger organization.
• Have successfully implemented and leveraged a technology to improve customer service.
All applications (and videos -- see next section) will be evaluated by ICMI's elite Selection Committee, comprising leading call center consultants (all of whom have considerable call center management experience), researchers and journalists.
Thank you for your interest in the 2012 ICMI Global Call Center of the Year Award, and best of luck!