Receive Updates

Join our mailing list to receive news and announcements.

Thank you for signing up to receive updates.

Dig deeper! Wtih a full day of hands-on, interactive sessions led by ICMI "best in the business" trainers. Highly recommended and included with your 4-Day All-Access Package!

BELOW ARE THE POST-CONFERENCE ICMI TRAINING SESSIONS THAT WERE HELD in 2014. Check back for an update of training sesssions for 2015.


ICMI Small Contact Center Workshop

Friday | 8:30 AM – 5:00 PM
Session Level: All
Rose Polchin

“Do more with less!” In today’s economy, that’s a common edict. But the performance impact can be much greater in centers with fewer than 50 agents. The good news is having limited resources does not have to mean limited results. Managers of small centers can and must become masters of strategic planning, relationship building, agent education and motivation, forecasting and scheduling, and technology optimization. This targeted summit, specifically for those in small contact centers (from 2 to 50 agents), is designed to provide the tools, strategies and tips you need to achieve big results. Come prepared to participate, share with your peers who manage other small centers, and capture a ton of ideas you can apply right away!


ICMI Contact Center Metrics

Friday | 8:30 AM – 5:00 PM
Justin Robbins

In this comprehensive course, you’ll identify what should be measured, why it should be measured, and how to collect the information and data that really counts! You’ll learn how to track metrics that support your contact center strategy, the relationship between those metrics, and how to analyze the accrued data. You’ll gain practical, proven techniques for leveraging key findings, identifying root causes of inefficiencies, and furthering the success of your contact center. And, you’ll discover how to assess the effectiveness of service delivery across all contact channels. Key performance indicators are presented in five overarching categories: quality, accessibility, efficiency, cost performance, and strategic impact. Specific measures covered include first resolution, agent performance, service level, contact center ROI, and many others. If you want to move beyond simplistic benchmarks to identify the measures and goals that best drive success, this seminar is for you!


Essential Principles of People Management

Thursday | 8:30 AM – 5:00 PM
Session Level: All
Cheryl Helm

Whether you are a first-time supervisor or a seasoned pro, this one-day course provides the skills and tools you need to lead a high-performing team. Beginning with hiring the right people from the start, you’ll learn how to structure interviews that uncover the best hires, including exercises that will help you determine the best interview questions and techniques for your specific situation. Next, you’ll construct your own multi-layered approach to managing retention by assessing agent engagement, and devising strategies for managing stress to keep the whole team motivated and productive. Finally, you’ll learn how to develop a successful team, uncover the critical management and communication tools to make decisions and solve problems in a team setting, and manage conflicts within the team. Boost agent retention and productivity by mastering the skills you need to hire and manage an engaged team of people who are working at their full potential.

“Having the opportunity to learn and share in a variety of settings, whether in a classroom setting that is interactive, networking with peers, or on the exhibit floor by seeing demos and squeezing in another session to take away, culminated into a wonderful experience.”

Steve Wilson , Customer Service Supervisor, Grant & Weber