From Finalist to Family: My ICMI 2025 Experience in Orlando
What an absolutely incredible week it’s been! From October 27-30, I had the privilege of attending the ICMI 2025 conference in Orlando, and let me tell you, this wasn’t just another industry event. This was a celebration of everything we’ve built at Redial BPO, a reunion with industry friends, and honestly, one of the most meaningful professional experiences of my 14-year career in the contact center space.
Walking into the conference knowing that Redial BPO was a finalist for Best Contact Center Culture gave me this surge of pride I can’t quite put into words. It’s one thing to know internally that you’re building something special, but having industry leaders recognize it? That hits different.
Being Recognized Among the Best: Our Finalist Journey
Being named a finalist for Best Contact Center Culture at ICMI 2025 wasn’t just an accolade, it was a validation of years of intentional culture-building and people-first leadership. Throughout the conference, I had countless conversations with brands curious about how we’ve fostered such a strong team environment while delivering exceptional BPO services.
The energy at the conference was electric. Industry leaders from across the globe gathered to share insights, discuss challenges, and explore innovative solutions for the evolving contact center landscape. I was joined by an amazing group of Redial BPO leaders, Michelle Castillo, Devon Helber, and Rick Quiñones, and together we represented not just a company, but a culture that genuinely puts people first. These leaders embody everything we stand for, and having them there made the experience even more special.
What really struck me during our finalist recognition was how many attendees wanted to understand our approach to culture. They weren’t just interested in our nearshore solutions or operational metrics, they wanted to know how we keep our teams engaged, motivated, and genuinely happy to come to work every day. That’s the kind of conversation that energizes me because it shows the industry is finally prioritizing what matters most: the people behind the metrics.
The Most Special Part: Bringing the Next Generation Along
Here’s where this experience became truly unforgettable for me. I had the opportunity to bring my youngest sister, Katherine Gonzalez, who just graduated with a degree in marketing, to experience the industry that’s shaped my career for over 14 years. Watching her eyes light up as she networked, attended sessions, and absorbed the energy of ICMI 2025 reminded me why I fell in love with this industry in the first place.
Katherine got to see firsthand what contact center excellence looks like, not just in theory, but in practice. She met industry veterans, participated in conversations about customer experience innovation, and witnessed how companies like ours are revolutionizing offshore solutions and remote team management. For someone just starting their career, this exposure was invaluable.
I have to give massive credit to Jason Heil and Christopher Heil, our leadership at Redial BPO, for fostering a “family first” culture that made this possible. They don’t just talk about developing the next generation of leaders, they actively create opportunities for it. Bringing Katherine to ICMI wasn’t just about showing her the ropes, it was about demonstrating that this industry values mentorship, growth, and investing in people’s futures. That’s the Redial way, and it’s something I’m incredibly proud to be part of.
Networking, Learning, and Looking Forward
Beyond the awards recognition and family moments, ICMI 2025 was packed with incredible learning opportunities and networking that reminded me why these in-person events are so vital. I reconnected with so many industry friends, people I’ve collaborated with, learned from, and shared challenges with over the years. There’s something irreplaceable about face-to-face conversations in this increasingly digital world.
The sessions I attended covered everything from AI integration in contact centers to building resilient teams in hybrid environments. These aren’t just theoretical discussions anymore, they’re real challenges that companies are navigating right now. Sharing how Redial BPO approaches these challenges, particularly through our innovative approach to culture and our comprehensive service offerings, sparked some amazing conversations that I’m confident will lead to future collaborations.
Walking away from Orlando, I’m energized and inspired. We may have been finalists this year, but the relationships we strengthened, the insights we gained, and the future leaders like Katherine who are entering this space make me confident that the best is yet to come. The contact center industry is evolving rapidly, and I’m excited to be part of a company that’s not just keeping pace but setting the standard for what exceptional culture and customer experience should look like.
To everyone I connected with at ICMI 2025, thank you for the conversations, the laughs, and the shared vision of where this industry is heading. Here’s to continuing to build something special together!
Contact Redial BPO
Interested in knowing more about how Redial BPO can help outsourcing your call center services? Take a look at our Company Overview, or directly contact us through our website.
I’m the VP of Client Services at Redial BPO. I’m passionate about CX, building strong client relationships, and blending tech with human talent to deliver top-tier service across industries.
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