VIPdesk Connect Wins ICMI Awards for Best Contact Center Manager, Lifetime Achievement and Runner-Up for Best Outsourcer

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Innovative Customer Care Provider for Customer Centric Brands wins prestigious awards at ICMI’s 2018 Global Contact Center Awards

VIPdesk Connect Inc., a leading U.S. based provider of outsourced customer care services for customer centric brands, has won two prestigious awards for "Best Contact Center Manager" Melissa Headrick and "Lifetime Achievement Award" for Todd Hixson at the ICMI Contact Center Expo, May 21-24th 2018, Orlando, FL. In addition, VIPdesk was runner-up in the category of "Best Outsourcing Provider"

Melissa Headrick has been with VIPdesk Connect for over 10 years and has demonstrated the utmost dedication and competence in her role as a contact center manager. Not only has she led some of VIPdesk Connect's most important client programs with great success producing record NPS scores, Service Levels and financial results, Melissa has also been successful in creating and motivating a very loyal group of team members. Her distinct leadership style has been a major contributor of VIPdesk Connect's unique company culture. “Reflecting back on the last 6 years, the work and what was written about me was more rewarding than the actual award. It’s still very surreal winning, and even being nominated! It’s been great for me too, personally because it has helped me to get to know more people in the industry and bring home some innovative ideas.” – Melissa Headrick, Operations Manager, VIPdesk Connect.

Todd Hixson has been in contact center operations and management for over 20 years, working for Travelocity, Intuit and Cabela's prior to joining VIPdesk Connect. He has seen the industry both with an outsource and insource perspective. Focusing on delighting customers and engaging employees, Todd has always pushed the limits with optimizing the performance of workforces by using creative scheduling and performance-based “right for me” approaches. “I’m very humbled to be part of this elite company. We live in a world where everyone is paid to do something, but that’s not what it’s about. I step back and look at it, and it puts me in the right place knowing that it’s not about me, it’s about everyone involved.” – Todd Hixon, Director of Workforce Management, VIPdesk Connect.

VIPdesk Connect was also one of the three nominees in the category of “Best Outsourcer”. The innovative company has frequently been awarded by organizations such as Stevie, CSEA and the Chamber of Commerce for its unique service model, uncompromised customer experience, focus and employee dedication. However, winning in two prestigious ICMI categories sets another milestone for VIPdesk Connect.

The ICMI Global Contact Center Awards Program is the most comprehensive awards program dedicated to the international customer management industry. Judged by independent industry specific executives, the awards program is designed to honor and recognize the companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments. For over 12 years, ICMI, the leading global provider of comprehensive resources for customer management professionals, has organized and managed this exclusive awards program.

“The ICMI Global Contact Center Awards program recognizes the companies and individuals that value leadership, vision, innovation and strategic accomplishments within the customer service industry,” said Erica Marois, ICMI Global Contact Center Awards Manager, ICMI. “Our 2018 winners have truly impacted the industry with their impressive dedication to improving customer experience.”

About VIPdesk Connect

VIPdesk Connect, Inc., a U.S. based provider of outsourced customer care services, utilizing a team of Brand Ambassadors (customer service professionals) located throughout the U.S. to provide the most elevated customer experiences for truly customer centric brands. Our team members not only excel in delivering superior customer service; but are passionate ambassadors of the brands they serve. VIPdesk Connect’s suite of services include: customer service handling (via phone, all digital platforms and social media), back office support and customer experience consulting. To find out more about VIPdesk Connect please visit:
To connect with VIPdesk Connect socially, find them on Twitter and Instagram @VIPdeskConnect, or

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 a part of UBM plc. UBM is the largest pure-play B2B Events organizer in the world. Our 3,750+ people, based in more than 20 countries, serve more than 50 different sectors. Our deep knowledge and passion for these sectors allow us to create valuable experiences which enable our customers to succeed. Please visit for the latest news and information about UBM.

Othmar Müller von Blumencron

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