Essential Skills and Knowledge for Supervisors

Delivery Method



Client Site Training
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The fundamental principles of contact center management that equip call center supervisors to fully understand the specifics of operations

Advance the success of the call center and help supervisors achieve professional career goals with a clear understanding of the unique call center operating environment and essential coaching skills through ICMI’s Essential Skills and Knowledge for Supervisors course. This is ICMI’s flagship course – the highest rated in the industry and attended by more call center supervisors 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. Supervisors will come away with an understanding of the core principles of supervising contact center employees in these critical new environments.

This one-day course is an intensive and effective training program guaranteed to give supervisors involved in resource planning, call center analysis and performance reporting the tools necessary to contribute to workforce management, staffing and scheduling.

What you will learn:
  • Understand and contribute to an effective planning process that will improve quality and efficiency
  • Reduce call center costs and improve the organization’s bottom line
  • Meet service levels consistently and measurably
  • Learn how forecasting and scheduling affect the operation of the contact center
  • Win the support and recognition of senior management

Supervisors will learn what thousands of other call center professionals have learned through this course: practical, proven information and techniques that they can apply immediately to improve the center’s ability to meet the needs of customers, employees and the organization.

Course Materials
  • Printable slide presentation
  • QueueView: A Staffing Calculator
  • Industry articles
    • A Primer on Service Level Agreements
    • Are You Getting - and Using - the Data You Need?
    • Calculating Staff Required to Meet E-mail Response Time Objectives
    • Call Center Technology Trends: Views from the Experts
    • Colorful Staffing Strategies to Add to Your Palette
    • Communicating Call Center Dynamics to Senior Management
    • Contact Center Contact
    • Establishing and Meeting Call Center Performance Objectives (Parts I-III)
    • Excerpt from Call Center Management on Fast Forward
    • Forecasting and Scheduling: Beyond the Basics
    • Forecasting without Numbers
    • Getting More from Your Quality Assurance Program
    • High Absenteeism? Treat the Illness, Not the Symptoms
    • How to Determine an Appropriate Agent-to-Supervisor Ratio for Your Center
    • Identifying Group Performance Made Easy
    • Identifying the Right Call Monitoring Performance Standards
    • Monitoring and Coaching Programs: Building Companywide Support
    • Monitoring and Coaching Programs: Ensuring an Effective M&C Process
    • Real-Time Management...without the Hangover
    • Real-Time Recovery Should Be the Exception, Not the Rule
    • Scheduling for Today's "Do-It-All" Call Center (Parts I-III)
    • Six Common Skills-Based Routing Mistakes to Avoid
    • Skills-Based Routing: Top Problems and Solutions
    • The Benchmark Trap: Three Reasons Why Your Comparison Data May Be Flawed
    • The Call Center's Contribution to Strategic Business Units
    • The Do's and Don'ts of Delay Message Content
    • The Impact of Staffing Levels on Toll-Free Costs
    • The Truth About Agent Occupancy
    • Twelve Traits of the Best Managed Call Centers
    • Understanding How Queues Behave
    • We Must Be Accessible!
  • Handouts

“This is one of the best courses that I have attended! Learned many tools that I can apply directly to my business today.”
Clarence Mah, Manager, WCB

Cancellation Policy

Please take a moment to read the cancellation policy.

Course Outline

Module 1 The Dynamic Contact Center Profession

  • Define contact center management
  • Describe the contact center management profession

Module 2 The Planning and Management Process

  • The driving forces of contact center
  • An effective planning process
  • Service level and response time
  • Acquiring the data you need
  • Forecasting the workload
  • Staffing the right way
  • Indispensable calculations and projections
  • The implications of the "immutable laws"
  • Organizing effective schedules

Module 3 Effective Real-Time Management and Recovery

  • Real-time management versus recovery
  • Building a real time response plan
  • Real time response options

Module 4 Quality and Productivity

  • Improving quality and efficiency
  • Continuous quality improvement
  • Performance measurements
  • Cultivating collaboration and buy-in throughout

Module 5 Summary and Next Steps

  • Examine characteristics of leading contact centers
  • Recognize ways to further your professional development
  • Identify actions to improve your center
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