Customer Experience Training | ICMI
Empowering contact center excellence for 30 years!

Boosting the Value of the Contact Center

Delivery Method



Client Site Training
Bring this course to your facility.


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A powerful (up to) half-day session for senior-level leaders, facilitated by ICMI's Senior Advisor, Brad Cleveland

This eye-opening, interactive session covers the essentials those responsible for an organization’s results must know: the role of the contact center, the environment in which they operate, and how they can (and must) be harnessed to produce better business results and higher levels of customer loyalty.

Themes covered are based on three building blocks that include:

  • Optimizing call center operations
  • Boosting customer satisfaction and loyalty
  • Driving strategic value and harnessing the voice of the customer

What you will learn:
  • How customer expectations are changing
  • The emerging multi-channel environment
  • Developing a customer access strategy that works
  • Best practices and how leading organizations are preparing for the future
  • The unique operational environment of call centers
  • Metrics that matter most
  • Building an organization-wide focus on the customer experience
  • Creating great business results – revenues, profitability, innovation, brand reputation

The session is facilitated by ICMI's Brad Cleveland, who has worked across 45 states and 60 countries, with many of today’s customer service leaders – Apple, HP, USAA, American Express, and others. We work with you ahead of time to understand your needs and objectives, and create a powerful learning experience that is customized for your environment.

Course Materials


Pricing varies based on the number classroom attendees. Contact us for more information.

Course Outline

Module 1 The Dynamic Contact Center Environment

  • Contact center’s role in today’s economy – 3 levels of value
    • Efficiency
    • Customer Loyalty
    • Strategic Value
    • Understanding customer expectations – how and why they're evolving, impact of social media
    • Where contact center industry is going
      • Contact center – hub of communication
      • Development of customer experiences and strategic value
      • Operational trends – proliferating channels, universal agents, customer experience

      Module 2 Seven Essential Operational Issues in Contact Centers, and Applications

      • Random workload: calls “bunch up”
      • Link between resources and results
      • Service level and quality work hand‐in‐hand
      • Important immutable laws continually at work
        • Powerful pooling principle
        • When service level goes up occupancy goes down
        • Law of diminishing returns
        • Realistic schedule requirements
        • Key metrics highly interrelated
        • Demands on agents increasing

        Module 3 Traits of Best Managed Contact Centers

        • Intro to best managed contact centers traits
        • The traits, along with application notes and examples
        • Contact center’s contribution to value

        Module 4 Opportunity for Executive Level Leadership

        • Shaping a contact center’s vision and strategy
        • From transactions to relationships: the service continuum
        • Supporting contact center operations – values, processes, budgets, technology
        • Executive level decisions that directly impact contact centers
        • Preparing your organization for the future

        Module 5 Conclusion

        • Ideas that matter most

        Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

        No, we don’t have a formal policy
        Yes, agents must work in the contact center for at least 1 year before applying for other positions
        Yes, agents must work in the contact center for at least 6 months before applying for other positions
        More Polls