ICMI Symposiums

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Las Vegas

Sept 23-26, 2014

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Las Vegas Symposium Training Courses

These training courses will help you to acquire the tools and techniques needed to provide excellent service, increase productivity and profitability, and decrease shrinkage. Learn how to achieve tangible results in your center!

Choose from the following courses:

4 Days
The Workforce Management Boot Camp

3 Days
Knowledge Management Foundations: KCS Principles

2 Days
Contact Center Financials
Contact Center Strategy
Essential Skills and Knowledge for Effective Contact Center Management
Monitoring and Coaching

1 Day
More than Metrics: Harnessing Data to Drive Performance
Quality Program Development Workshop - NEW!



4 Days
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The Workforce Management Boot Camp

A comprehensive, four-day workshop that integrates all aspects of workforce management to give work force management professionals the precise, start-to-finish skills that will improve accuracy, efficiency, increase employee and customer satisfaction, and consistently meet service levels.

This course is currently sold out.

ICMI's Workforce Management Boot Camp is an unparalleled opportunity to learn an integrated approach to call center workforce planning based on the realities that managers and analysts face every day. This workshop not only teaches you proven techniques to improve forecasting and scheduling, but allows you to practice those techniques with input from expert instructors. You and your colleagues will work through realistic exercises to solve common forecasting, staffing and, scheduling challenges. You will leave with a laptop full of true-to-life examples. Plus, you'll receive comprehensive course materials to reference for many years to come.

Through this boot camp, you'll supplement your on-the-job experience with formal training, learning how the best in the industry provide accurate forecasts and schedules that balance the needs of the organization and employees. You’ll focus on gaining a complete understanding of the theory and actually use and practice all the key functions of the WFM process. So bring your laptop and gain four days of hands-on experience improving forecasts, calculating staffing resources, and enhancing existing scheduling approaches.

*Please note: For this intensive hands-on workshop, an intermediate understanding of Excel is required. ICMI requires you bring a laptop to this workshop; before the course you will receive a URL and password via email to download software and course materials. It is necessary that you install this software prior to the course.

Laptop Requirements

  • NT 4.0, 2000, XP or higher operating system
  • Microsoft Excel 2003, 2007, 2010 or 2011 (with latest patches installed)
  • 6 MB Free hard disk space
  • USB enabled  

Learn How To:

  • Understand the basic WFM statistics
  • Examine a variety of forecasting models and determine what works best for you
  • Provide more value through reporting and data
  • Create long-term staffing plans

Who Should Attend?

This intense workshop is intended for practicing workforce managers with little formal training who need to get up-to-speed fast on proven workforce planning techniques. A working basic knowledge of Excel (basic formulas and formatting) is highly recommended as is an understanding of the fundamental principles of call center dynamics.

3 Days
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Knowledge Management Foundations: KCS Principles

Through this 3 day course, discover how to implement a strategy for adopting Knowledge-Centered Support that creates and maintains knowledge as a by-product of the incident management process.

Organizations that leverage knowledge and manage it effectively can improve consistency, decrease the average cost per ticket, and create an overall more seamless customer experience. A thriving knowledge management practice - one that successfully captures, structures, and reuses information - is a vital component of top performing companies, and can provide them with a strong competitive advantage.

This Knowledge Management best-practices course will provide contact center supervisors, managers, and directors with a set of practical steps for capturing, storing, and successfully reusing knowledge. Participants will learn how to implement a strategy for adopting Knowledge-Centered Support that creates and maintains knowledge as a by-product of the incident management process.

Discover how YOUR organization can gain a competitive advantage through a knowledge management initiative that enables just-in-time training, reduces handling time, and increases first contact resolution rates.

This course delivered in partnership with HDI.

Learn How To:

  • Efficiently create and maintain quality, easy-to-find content in the knowledge base
  • Motivate agents to use the knowledge base and effectively assess individual and team contributions
  • Articulate the value of knowledge management practices for your organization
  • Strategize for sustainable success that minimizes investments in knowledge workflow and maximizes return
  • Capture, structure, and reuse knowledge within the call handling process

Who Should Attend?

  • Support professionals responsible for implementing or improving knowledge management within their contact center.
  • Professionals desiring to learn knowledge management best practices.
2 Days
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Contact Center Financials

Develop and manage an effective contact center budget.

Managing a call center budget is not just about hitting your numbers. In addition to cost performance, you must still reach your goals in quality, efficiency, and strategic impact. Call centers typically have larger budgets that have a bigger impact to the business and require more coordination of multiple departments; this course breaks down these specifics. Plus, you will gain the knowledge of accounting and finance required to build a business case to earn support for expediters by promoting the value of the call center’s contribution to the organization.

This intensive two-day course is designed to provide contact center professionals with a solid understanding of strategic analysis to make better decisions and improve performance through planning and building a strong contact center budget, measuring overall financial performance, and reporting results back to the business. Discover tips to think and act like a CFO and successfully communicate important metrics, such as: cost per call, adjusting fixed costs, and revenue per call.

Walk away with call center budget templates, cost models, and Excel tips to make real, sustainable, bottom-line financial impact. Participants will also come away with practical, proven techniques for measuring hard to measure things such as: the value of a training, quality, and workforce management program ROI. Further, you'll be able to understand how to quantify the contact center's contribution to customer loyalty.

Learn How To:

  • Secure the funds necessary to effectively and efficiently manage a call center
  • Evaluate your center's financial performance
  • Provide tools to assess the effectiveness of resource utilization
  • Maintain focus through budgeting on each area of call center operation

Who Should Attend?

Managers, Directors, and Executives responsible for call center financial performance that have a solid understanding of contact center planning and operations.

2 Days
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Contact Center Strategy

This 2 day executive-level planning workshop will provide the tools and direction necessary to develop, implement and manage a contact center strategy and leadership process.

Apply the lessons of the world’s best customer contact centers to transform your service and sales delivery systems to conquer new competitive challenges through ICMI’s Smart Strategy=Strong Leadership Contact Center Strategy, an executive-level planning workshop. This two-day workshop will give you the information, tools and direction necessary to develop, implement and manage a contact center strategy and leadership process. You and your colleagues will work through realistic exercises to discuss key contact center challenges. You will leave with a laptop full of tools, techniques and strategies you can implement immediately. Plus, you'll receive comprehensive course materials to reference for many years to come.

This intensive and effective executive program is guaranteed to give you the direction needed to manage the changes in customer relationships driven by today’s multi-channel environment. You’ll become an even stronger leader with the capacity to effectively implement a contact center strategy that drives value and recognition.

 

Learn How To:

  • Develop a comprehensive customer access strategy.
  • Integrate multiple customer contact channels.
  • Strategize for improving contact center return on investment.
  • Align people, processes, and technologies with a single vision.
  • Build a strong case for needed investments.
  • Inspire customer loyalty.
  • Improve your organization’s strategic value.

Who Should Attend?

Designed for those at the C-level, vice presidents and directors with leadership, budgetary and strategic responsibilities who want to advance the success of their operations and careers.

2 Days
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Essential Skills and Knowledge for Effective Contact Center Management

The fundamental principles of contact center management that equip professionals to build exceptional operations and careers.

Advance the success of your call center and achieve your professional career goals with a solid foundation in planning and managing an exceptional call center through ICMI's Essential Skills and Knowledge for Effective Contact Center Management course. This is ICMI's flagship course – the highest rated in the industry and attended by more key call center management personnel than any other contact center course available.

Evolving customer expectations, the rise of social media, proliferating contact channels and the heightened strategic role of customer services are changing contact centers dramatically. You'll learn how to apply the core principles of managing a contact center to these critical new environments.

This two-day course is an intensive and effective training program guaranteed to give key staff involved in resource planning, call center analysis, and performance reporting the tools necessary to make real, lasting, bottom-line financial impact.

You and your management staff will learn what thousands of other call center professionals have learned through this course: Practical, proven strategies for creating a planning culture that you can apply right away to see an immediate return on investment in your call center.

Learn How To:

  • Create an effective planning process
  • Reduce call center costs and improve your bottom line
  • Meet service levels consistently and measurably
  • Forecast workload and create schedules

Who Should Attend?

Directors, Managers, and Supervisors responsible for customer service, sales, claims, reservations, information centers, helpdesks, emergency services, and consumer affairs.

2 Days
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Monitoring and Coaching

Design a comprehensive, cost-effective monitoring and coaching program that boosts quality, drives performance improvement initiatives, and increases agent performance and commitment.

Your call center agent is the critical link between your customers and your products and services. Through ICMI's Monitoring and Coaching for Improved Call Center Performance two-day course, you'll discover how to bring out the best in every agent and deliver exceptional experiences to your customers.

You'll start right from the beginning defining what it takes to create a performance culture in your organization. You'll examine the costly threat of agent turnover and how you can prevent it by using monitoring and coaching to create lasting motivation and engagement.

Using case studies of real companies, as well as hypothetical practice company exercises, you'll discover how to use your organization's mission statement to guide you in developing performance standards. You'll work through defining the purpose and objectives of your program, as well as determining roles and responsibilities. Using numerous examples and exercises, you'll decide which of your performance standards are "foundation standards" and which are "finesse standards", and how to monitor for each. You'll review sample performance standards before learning the elements that show you how to define and document your own performance standards.

Having determined your performance standards, you'll move on to the monitoring process: Why do we monitor? Who should monitor? How often? What should you be monitoring for? To answer these questions, you'll have the opportunity to discuss the answers to these questions with your fellow participants as well as review the results of several ICMI community member surveys in order gain insight about what peers are doing. Armed with this information, along with sample forms and exercises, you'll develop your own monitoring form that meets your unique situation.

Finally you'll explore the ways to use the data you gather from monitoring to make lasting improvements in your contact center through coaching. You'll review the six basic principles of coaching and the SAFE coaching model. You'll also role play and practice your coaching skills, so you learn by doing. Whether you're starting from scratch or fine-tuning an existing program, this course offers the tools and the know-how you need to design an approach that's tailored to your budget, your culture, and your business objectives.

Learn How To:

  • Structure a program to increase agent satisfaction
  • Reduce turnover
  • Build consensus and gain buy-in from the entire contact center
  • Align monitoring and coaching practices with hiring and training
  • Fine-tune monitoring and coaching skills

Who Should Attend?

Directors, Managers, and Supervisors responsible for monitoring, coaching, and/or quality improvement.

1 Day
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More than Metrics: Harnessing Data to Drive Performance

Managing a contact center can be difficult when you find yourself wading through an endless sea of data and performance measures.

In this one-day version of our popular two-day workshop, we’ll take an introductory look at the key metrics we should focus on as contact centers. This will include a breakdown of metric accountability by level (identifying which metrics the agent’s impact, managers, directors, etc.), and how to best communicate results and performance to each respective group.

This course will answer a number of questions including: How do you explain the contact center’s performance to your executive and have it be meaningful? How do you explain to an agent that metrics are more than just a number?

Lastly, we’ll discuss emerging channels and the impact of social media and mobile on the contact center. This course will help to identify best practices, system capabilities, and key considerations for best serving customers in these new ways.

Learn How To:

  • Effectively implement tools like analytics, dashboards, and more
  • Identify which metrics to use and which to avoid
  • Prevent a data overload and unnecessary reporting
  • Establish relevance and impact from the front lines to the executives
  • Enhance your ability to communicate the center’s value across the organization
  • Have a positive impact on your agents by measuring metrics relevant to them

Who Should Attend?

Experienced Contact Center Directors, Managers, and Supervisors. Previous completion of the Essential Skills and Knowledge of Contact Center Management is recommended prior to attending this course.

1 Day
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Quality Program Development Workshop - NEW!

Have you been recently charged with creating your organization’s quality program?  Or, perhaps, you’ve determined that it’s time for things to change.  Whether you’re building a quality program from scratch or breathing new life into an existing one, this course is for you.  This hands-on training will offer an in-depth look at the components of an effective quality program, regardless of the channel. 

Your quality program has the potential to provide tremendous value to you, your organization, and your customers.  By attending this valuable workshop, you’ll be able to maximize the value that you see from your quality program.

 

Learn How To:

  • Identify the key elements of quality monitoring
  • Undergo the process of building a QM form
  • Conduct effective calibration sessions
  • Deliver actionable coaching and feedback

Who Should Attend?

Directors, Managers, and Supervisors responsible for developing, managing, or maintaining a quality program.