Call Center Training | ICMI
Empowering contact center excellence for 30 years!

Contact Center Training

2016 ICMI Training and Professional Services 

Make ICMI your training and development partner.

With over 30 years of contact center training experience, ICMI offers highly interactive and highly rated contact center instruction for customer care professionals. Our courses focus on such critical areas as improving service levels, increasing employee engagement, optimizing operations, and raising the overall value of the center (and consequently, the overall value of your organization.)

We've had the privilege of partnering with over 100,000 customer care professionals worldwide – aiding them in attaining much-needed contact center management knowledge and skills through the Symposiums (Classroom), Client Site, and Online training that we offer. And we are constantly updating and fine tuning our training to keep pace with the trends and challenges in the industry. ICMI training reflects the most current best practices and research.

ICMI Training Courses                       ICMI Training Catalog

Want to start training your contact center right away?

Check out the ICMI Online Training Pass for on-demand training for your entire center.

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ICMI has trained professionals from such customer-centric companies as:

  • AT&T

  • Farmers Insurance

  • New Balance

  • Sprint
  • Capital One

  • Hewlett Packard

  • Patagonia

  • The Home Depot
  • Crayola LCC

  • IBM

  • Prudential

  • United Way
  • Experian

  • JetBlue Airways

  • Redbox

  • Visa
  • ExxonMobil

  • Microsoft

  • Sephora

  • Wells Fargo


Everything taught by ICMI during a one-day customized training course was immediately actionable – my team was able to implement new skills the following day and start driving improvements to the customer experience. ICMI remained engaged post-training through additional support and resources to make sure our investment continues to pay dividends. This was one of the best training experiences we’ve had, and will definitely look to ICMI for our next initiative!

Devin Rahn, Director, Customer Insights and Support, Emerson Ecologics

ICMI met with us before training to understand our company’s objectives and desired outcomes. After the training, we are seeing our managers apply this knowledge through different thinking and applications. I would recommend Essential Skills and Knowledge for Effective Contact Center Management to any company that needs a refresher or better understanding of capacity planning.

Bryan Cich, Director, Learning & Development, LexisNexis

Don't see the course that fits your needs or have questions about which course is right for you, an ICMI Account Manager is available to help.

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A Blended Approach...

Utilizing a blend of ICMI’s training methods can provide the “best of both worlds.” Symposiums and Client Site training offer in-person expertise and invaluable interaction, while supplementing with online training can fill in knowledge gaps and provide a flexible, easily accessible approach to gaining critical knowledge as the need arises.

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Do you currently hold your Supervisors and Agents accountable for AHT and if so, how?

Both Supervisors & Agents are held to an Average Handle Time target
Both Supervisors & Agents are held to separate Talk Time and After Call Work targets
Both Supervisors & Agents are held to just a Talk Time target
Both Supervisors & Agents are held to just an After Call Work target
Only Supervisors hold a target for AHT or separate Talk & After Call targets and it does not appear on the Agents scorecard
Neither Supervisors or Agents are held to either AHT or separate Talk & After Call targets
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