ICMI Launches Intensive Virtual Training Course for Call Center Supervisors & People Management Professionals

“Essential Principles of People Management” offers skills necessary to boost agent retention and productivity

Colorado Springs, CO --- September 25, 2012 --- The International Customer Management Institute (ICMI) announced an addition to its growing roster of new and improved training courses:Essential Principles of People Management

This course will prepare participants to implement the key principles of people management that will have a direct impact on agent retention. Starting with hiring the right people, they will learn how to structure interviews that uncover the best hires, including exercises that will help determine the best interview questions and techniques for your specific situation.

“Historically, contact centers have promoted agents to a supervisory role with very little - if any - training on how to be an effective contact center team manager.” Said Linda Riggs, Strategic Training Director, ICMI. “ICMI has developed this course to comprehensively prepare supervisors to successfully hire, onboard, create dynamic teams, communicate, manage time and stress, and control the change management process for themselves and their teams. We make it easy for supervisors - who are usually under a time crunch - by providing this training in a virtual setting and through digestible modules.”

Participants will gain skills to recognize the components of a team and the stages of team development, as well as critical management and communication tools to make decisions and solve problems in a team setting and manage conflicts within a team.

Taught by industry expert Kelly Brinkley, the new Essential Principles of People Management virtual course will be delivered in six weekly 90-minute online sessions, beginning October 10. Course dates include October 10, 17, 24, 31 and November 7 and 14. For more information, including a detailed course description and outline, visit www.icmi.com/EPPVIRTUAL.