ICMI Curriculum

ICMI provides contact center professionals – from agents to executives – with the skills to improve service levels, increase employee engagement and raise the overall value of the contact center within their organization.

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Choose from Over 20 Courses

Advancing Contact Center Quality Through Monitoring and Coaching

An Agent's Role in Contact Center Success

Connecting with Customers through Written Channels

Contact Center Agent Coaching Series

Contact Center Coaching: A Practical Approach to Getting Results

Contact Center Culture: Motivation Through Collaboration

Contact Center Monitoring: Creating Effective Monitoring Forms

Contact Center Monitoring: Designing a Program that Achieves Results

Contact Center Monitoring: Setting Agent Performance Targets

Contact Center Operations: An Introduction to Seven Fundamentals

Contact Center Staffing: Hiring and Onboarding

Contact Center Strategy: A Planning Workshop

Contact Center Supervisor Leadership Development Program

Essential Principles of People Management - One Day

Essential Principles of People Management - Two Day

Essential Skills and Knowledge for Effective Contact Center Management

Essential Skills and Knowledge for Supervisors

Knowledge Management Foundations: KCS Principles

Managing Customer Contacts with Quality

Managing Difficult Customer Contacts

Mastering Contact Center Financials: Strategies for Planning, Measuring, and Reporting

Monitoring and Coaching for Supervisors

More than Metrics: Harnessing Data to Drive Performance - One Day

More than Metrics: Harnessing Data to Drive Performance - Two Day

Program of Excellence in Customer Service: Agent Training

Proven Inbound Sales Techniques

Proven Techniques for Blending Sales and Service

Quality Program Development Workshop

Small Contact Center Workshop

The Workforce Management Boot Camp

Understanding and Boosting the Value of the Contact Center


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