Course Calendar

Date Course

Method

June 7
2-4pm ET

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

June 18-19
Chicago

Essential Principles of People Management - Two Day
Symposium Course

June 18-19
Chicago

Essential Skills and Knowledge for Effective Contact Center Management
Symposium Course

June 18-21
Chicago

The Workforce Management Boot Camp
Symposium Course

June 19
Chicago

Enabling Excellence through Strong Leadership
Symposium Course

June 20
Chicago

Small Contact Center Workshop
Symposium Course

June 20-21
Chicago

Advancing Contact Center Quality Through Monitoring and Coaching
Symposium Course

June 20-21
Chicago

Contact Center Strategy: A Planning Workshop
Symposium Course

September 19
2-4pm ET

Contact Center Culture: Building Brand Advocacy
Virtual Classroom

September 24-26
San Diego

Knowledge Management Foundations: KCS Principles (3 day course)
Symposium Course

September 24-25
San Diego

Contact Center Strategy: A Planning Workshop
Symposium Course

September 24-25
San Diego

Essential Skills and Knowledge for Effective Contact Center Management
Symposium Course

September 24-27
San Diego

The Workforce Management Boot Camp
Symposium Course

September 25
San Diego

Powerful Partnerships: Integrating Training and Quality Assurance
Symposium Course

September 26
San Diego

Developing an Actionable, Customer-Focused Strategy
Symposium Course

September 26-27
San Diego

More than Metrics: Harnessing Data to Drive Performance
Symposium Course

September 26-27
San Diego

Advancing Contact Center Quality Through Monitoring and Coaching
Symposium Course

November 1
2-4pm ET

Leading Practices in IVR Design: Turn Your IVR from a Liability to an Asset
Virtual Classroom

December 4
2-4pm ET

Contact Center Staffing: Hiring and Onboarding
Virtual Classroom

Available OnDemand

Contact Center Agent Coaching: Addressing Challenges in Agent Development
Virtual OnDemand

Available OnDemand

Contact Center Agent Coaching: Improving Performance Through Effective Coaching
Virtual OnDemand

Available OnDemand

Contact Center Agent Coaching: Inspiring Employees Through Positive Feedback
Virtual OnDemand

Available OnDemand

Contact Center Agent Training: Connecting with Customers Through Email
Virtual OnDemand

Available OnDemand

Contact Center Agent Training: Managing Difficult Customers
Virtual OnDemand

Available OnDemand

Contact Center Basics: An Agent's Role in Contact Center Success
Virtual OnDemand

Available OnDemand

Contact Center Culture: Motivation Through Collaboration
Virtual OnDemand

Available OnDemand

Contact Center Forecasting: Effective Tactics and Tools
Virtual OnDemand

Available OnDemand

Contact Center Forecasting: Improving Accuracy
Virtual OnDemand

Available OnDemand

Contact Center Forecasting: The Fundamentals of Success
Virtual OnDemand

Available OnDemand

Contact Center Metrics: Building Reports and Communicating their Meaning
Virtual OnDemand

Available OnDemand

Contact Center Metrics: What Metrics Matter and Why
Virtual OnDemand

Available OnDemand

Contact Center Monitoring: Creating Effective Monitoring Forms
Virtual OnDemand

Available OnDemand

Contact Center Monitoring: Designing a Program that Achieves Results
Virtual OnDemand

Available OnDemand

Contact Center Monitoring: Setting Agent Performance Targets
Virtual OnDemand

Available OnDemand

Contact Center Operations: An Introduction to Seven Fundamentals
Virtual OnDemand

Available OnDemand

Contact Center Real-Time Management: Effectively Meet Goals
Virtual OnDemand

Available OnDemand

Contact Center Staffing and Scheduling: Building a Long-Term Model
Virtual OnDemand

Available OnDemand

Contact Center Staffing and Scheduling: Group Design and Other Considerations
Virtual OnDemand

Available OnDemand

Contact Center Staffing and Scheduling: Implementing Best Practices
Virtual OnDemand

Available OnDemand

Contact Center Staffing: Absenteeism and Adherence
Virtual OnDemand

Available OnDemand

Contact Center Staffing: Escaping the Costly Cycle of Turnover
Virtual OnDemand

Available OnDemand

Contact Center Stress Management: Signs, Symptoms, and Solutions
Virtual OnDemand

Available OnDemand

Contact Center Training: Designing Effective Training for Agents
Virtual OnDemand

Available OnDemand

Do-It-Yourself Workforce Management: For Small Contact Centers Without the Fancy Software
Virtual OnDemand

Available OnDemand

Principios de la Gestión Efectiva del Contact Center
Virtual OnDemand

Available OnDemand

Principles of Effective Contact Center Management
Virtual OnDemand

Available OnDemand

Small Contact Centers: Forecasting and Scheduling
Virtual OnDemand

Available OnDemand

Small Contact Centers: Measuring and Improving Performance
Virtual OnDemand

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