Orlando Symposium Training Courses

These call center 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 the tangible results you want in your contact center!

Choose from the following courses



4 Days

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Supervisor Leadership Development Program

A combination of 4 of the best supervisor leadership skills courses for a deeper understanding of the management principles of the contact center and to elevate the professionalism of the contact center supervisor.

Too often, managers promote their best agents to be supervisors without equipping them with vital new leadership skills that will determine their success in their new job role. Through ICMI’s Contact Center Supervisor Leadership Development Program, supervisors will increase their overall level of contact center knowledge and gain a common focus for the work that they do.

The program combines the fundamentals of the call center’s unique operating environment with general leadership and coaching skills to provide call center supervisors with a curriculum that is specifically suited to them. Through this development program, supervisors will learn the skills necessary to lead their teams to success.

The program delivers a deeper understanding of the management principles of the contact center and elevates the professionalism of the contact center supervisor. This leads to greater retention as supervisors clearly see the impact of their positions and the career paths to which they lead. Supervisors will complete the program with a greater understanding of the results they are being asked to achieve and why they are so important.

Learn How To:

  • Understand the basic management process and how it relates to service level and quality
  • Be able to interpret real-time management information
  • Monitor and coach to create a performance improvement culture
  • Master people management skills needed to be an effective and professional supervisor

Who Should Attend?

Designed for newly promoted supervisors, as well as those with more experience, who need further training in the fundamentals of the call center’s unique operating environment.
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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.

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 call center 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 (click here for Excel prerequisites). 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 call center 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.

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2 Days

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Contact Center Financials

Learn how to develop and manage an effective contact center budget and to tell the contact center’s story in financial terms.

How often do you find yourself having to explain the contact center in financial terms to executives and directors in other departments? Learn how to effectively tell the contact center story in financial terms to improve your communication with other departments and make the case for the improvements that the organization needs to invest in for the center to be more effective. Discover tips to think and act like a CFO and successfully communicate important metrics like cost per call, adjusting fixed costs, and revenue per call.

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.

 

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?

Designed for vice presidents, directors, and managers with budgetary and strategic responsibilities who want to advance the success of their operations and careers.

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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 Contact Center Strategy, an executive-level planning workshop. This two-day call center course 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 tools, techniques and strategies you can implement immediately and 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.

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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 foundational training  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.

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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 two-day contact center 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 receive training on 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 call center 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.

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2 Days

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More than Metrics

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

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.

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2 Days

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Trainer Development Workshop

This 2 day course will help experienced and new trainers uncover attitudes, techniques, and tools that make training more effective and that will develop their training skills and refresh their abilities.

Contact Centers often use supervisors or subject-matter experts in the training role. This allows them to bring their wealth of experience into developing others, but effective training is a skill that includes more than just knowing the material and being able to speak to groups. Participants in this course will leave with a solid understanding of what makes for good training, the basic principles of how adults learn (which is different from how youths learn), a simple design model for when they need to create the training or make modifications to existing training, the best practices for delivering training, techniques to engage participants to help the learning last, evaluating the effectiveness of training, managing the classroom, and aiding the transfer from learning to performance. Additionally, they will have a whole new host of training activities and trainer tips and tricks that they can immediately use to make their training more effective.

This lively course provides practical and effective techniques that will improve the effectiveness of your training, helping trainees transfer new skills and knowledge to improve job performance. Participants will come away with many activities that can be easily incorporated into their own training to make it more effective. The course is active and hands-on, with many opportunities for practicing new skills and techniques.

Learn How To:

  • Determine if training is the best solution
  • Quickly create training or modifying existing materials with a simple design model
  • Identify what really works in training and has been proven by research versus many popular learning myths
  • Apply best practices for before, during, and after delivering training
  • Engage participants, making them better able to absorb and remember the material
  • Manage classroom behavior with effective tactics and tips
  • Evaluate the effectiveness of your training
  • Effectively link training to workplace performance

Who Should Attend?

New or experienced Trainers, Supervisors with training responsibilities, Training Managers

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