Certification Spotlight: ICMI Certification Prepares Gael Williams to Lead
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Certification Spotlight: ICMI Certification Prepares Gael Williams to Lead

In today’s always on, fast paced world, it can be hard to find the time to fit everything in to the schedule.  Between work, kids, family, friends, and other commitments, self-development often takes a back seat.  But it doesn’t have to be that way. In fact, it shouldn’t be that way.

In order to remain competitive in today’s global economy, professional career development is more important than ever.  And understanding customers has never been more critical; especially in this industry.  But where do you turn for continuing education, and how can you make the time?

Last year, Gael Williams of Interactive Intelligence found herself asking those same questions.  Looking for a way to learn more about contact center operations and better understand her customers, she began searching for the right solution and decided to pursue ICMI certification.

“I had a look at the other certification programs out there and ICMI checked all of my boxes, so to speak,” said Williams.

ICMI’s certification program was designed to ensure contact center leaders deliver the best service, manage teams effectively, and keep their eyes on the innumerable balls that keep a contact center humming. This comprehensive program provides organizations with flexible, easily accessible education focused around the pillars of contact center management.

The first of its kind, this four-course program offers mastery-level training for contact center management professionals, providing and validating the skills needed to make strong business decisions and set strategic direction. The program was designed by the industry, for the industry, by the Call Center Industry Advisory Council (CIAC) and identifies role-specific knowledge, skills and competencies that have been shown to inform superior contact center job performance.

For Williams, one of the biggest selling points was the ability to complete the coursework on her own schedule.

“Doing it online and self-paced was absolutely perfect,” said Williams.  “Self-paced allows you to figure out what works best for you, and the program gave me feedback on areas to revisit and improve upon which was an extremely helpful guide for studying.”

ICMI’s online professional certification is designed to take an average of 75 hours to complete, and Williams said she found the content and pace to be well-thought out.

“It was brilliant; I’m very detail-oriented and like action plans,” said Williams.  “The design and setup was clear and well-executed.”

What can certification students expect to gain from the program?  Overall, Williams said since completing her certification she feels much more confident in her role. I asked Williams to share her top 3 takeaways.  For her, they were:

  1. A deeper knowledge of the contact center industry, and a greater appreciation for the industry.
  2. A re-ignition of her professional development, and new found energy and enthusiasm for her career.
  3. Greater credibility.

“I honestly did not expect to get so much out of this,” she said.  “ICMI professional certification far exceeded my expectations and I’m anxious to get more of my colleagues involved with the program.  I feel more confident, walk a lot taller, and am now prepared to take on more leadership roles.”

Is it time for you to consider professional development opportunities for yourself, your team members, or your organization? Learn more about the ICMI professional certification offerings.

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Topics: Learning & Development


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Rob Phillips — 7:51AM on Apr 7, 2014

I have worked with Gael at ININ for many years, and Gael is indeed one of our best.


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