Course Calendar

Method

June 7 2-4pm ET	Contact Center Calibration: You're Doing it Wrong
June 18-19 Chicago	Essential Principles of People Management - Two Day
June 18-19 Chicago	Essential Skills and Knowledge for Effective Contact Center Management
June 18-21 Chicago	The Workforce Management Boot Camp
June 19 Chicago	Enabling Excellence through Strong Leadership
June 20 Chicago	Small Contact Center Workshop
June 20-21 Chicago	Advancing Contact Center Quality Through Monitoring and Coaching
June 20-21 Chicago	Contact Center Strategy: A Planning Workshop
September 19 2-4pm ET	Contact Center Culture: Building Brand Advocacy
September 24-26 San Diego	Knowledge Management Foundations: KCS Principles (3 day course)
September 24-25 San Diego	Contact Center Strategy: A Planning Workshop
September 24-25 San Diego	Essential Skills and Knowledge for Effective Contact Center Management
September 24-27 San Diego	The Workforce Management Boot Camp
September 25 San Diego	Powerful Partnerships: Integrating Training and Quality Assurance
September 26 San Diego	Developing an Actionable, Customer-Focused Strategy
September 26-27 San Diego	More than Metrics: Harnessing Data to Drive Performance
September 26-27 San Diego	Advancing Contact Center Quality Through Monitoring and Coaching
November 1 2-4pm ET	Leading Practices in IVR Design: Turn Your IVR from a Liability to an Asset
December 4 2-4pm ET	Contact Center Staffing: Hiring and Onboarding
Available OnDemand	Contact Center Agent Coaching: Addressing Challenges in Agent Development
Available OnDemand	Contact Center Agent Coaching: Improving Performance Through Effective Coaching
Available OnDemand	Contact Center Agent Coaching: Inspiring Employees Through Positive Feedback
Available OnDemand	Contact Center Agent Training: Connecting with Customers Through Email
Available OnDemand	Contact Center Agent Training: Managing Difficult Customers
Available OnDemand	Contact Center Basics: An Agent's Role in Contact Center Success
Available OnDemand	Contact Center Culture: Motivation Through Collaboration
Available OnDemand	Contact Center Forecasting: Effective Tactics and Tools
Available OnDemand	Contact Center Forecasting: Improving Accuracy
Available OnDemand	Contact Center Forecasting: The Fundamentals of Success
Available OnDemand	Contact Center Metrics: Building Reports and Communicating their Meaning
Available OnDemand	Contact Center Metrics: What Metrics Matter and Why
Available OnDemand	Contact Center Monitoring: Creating Effective Monitoring Forms
Available OnDemand	Contact Center Monitoring: Designing a Program that Achieves Results
Available OnDemand	Contact Center Monitoring: Setting Agent Performance Targets
Available OnDemand	Contact Center Operations: An Introduction to Seven Fundamentals
Available OnDemand	Contact Center Real-Time Management: Effectively Meet Goals
Available OnDemand	Contact Center Staffing and Scheduling: Building a Long-Term Model
Available OnDemand	Contact Center Staffing and Scheduling: Group Design and Other Considerations
Available OnDemand	Contact Center Staffing and Scheduling: Implementing Best Practices
Available OnDemand	Contact Center Staffing: Absenteeism and Adherence
Available OnDemand	Contact Center Staffing: Escaping the Costly Cycle of Turnover
Available OnDemand	Contact Center Stress Management: Signs, Symptoms, and Solutions
Available OnDemand	Contact Center Training: Designing Effective Training for Agents
Available OnDemand	Do-It-Yourself Workforce Management: For Small Contact Centers Without the Fancy Software
Available OnDemand	Principios de la Gestión Efectiva del Contact Center
Available OnDemand	Principles of Effective Contact Center Management
Available OnDemand	Small Contact Centers: Forecasting and Scheduling
Available OnDemand	Small Contact Centers: Measuring and Improving Performance

Training & Events

	Contact Center Calibration: You're Doing it Wrong June 7 - Virtual Classroom

	ICMI Training Symposium June 18 - 21 - Chicago, IL

	Contact Center Culture: Building Brand Advocacy September 19 - Virtual Classroom

	Contact Center Training: Designing Effective Training for Agents Virtual OnDemand

More Training

More Events

QueueTip Posts

1	IVR "Dead Air"? Daniel Orrick - 1 answer

1	Password Hints? David Kang - 1 answer

1	Work From Home & Technical Interruptions? Teresa Smith - 1 answer

2	Average Speed Of Answer Vs Grade Of Service? Martin Friendship - 2 answers

Webinars & Whitepapers

	The Agent's Value to the Multi-Channel Contact Center Webinar – Jun 6 – Register Now!

	Best Practices in the Call Center: A Customer Touch-Point Methodology Whitepaper

	The Customer is in Control! Marketing and the Contact Center... Webinar – Watch Now!

	Build a Mobile Customer Service Strategy Whitepaper

More Webinars

More Whitepapers

Articles & Blog Posts

	The Mobile Customer Service Marathon: An ICMI Research Guide

	ACCE Insider: ACCE 2013 Conference Re-cap Strategic Value

	Bringing it All Together: Part 1: Using Proactive Mobile and... Technology

	Agent Perspective: Worthless or Worthwhile? People

Videos

59:33	Making Workforce Optimization Your Best Business Partner 35 views - 1 month ago

1:16	ICMI's ACCE Conference and Expo - The #1... 100 views - 1 month ago

55:51	Achieving First Call Resolution and Quantifying Its Top... 241 views - 3 months ago