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

Contact Center Training

ICMI 2017 Contact Center Training Catalog 

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) and Client Site 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


Download the Orlando Contact Center Symposium Brochure


Featured ICMI Training Resources:

3 Steps to a Modern Profitable Service Organization Download The 5 Most Common Mistakes Made by Small Contact Center Leaders Download Measuring the Effectiveness of Your Training Program Download


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 offer an intimate training experience with invaluable interaction and networking opportunity, while Client Site trainings offer a chance to bring the training directly to your center, addressing your most relevant issues. Join a friendly and helpful professional community, and get trained on contact center topics that matter most to you.

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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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