Mastery Courses
Empowering contact center excellence for 30 years!

Introducing the “In the Contact Center” Series − Mastery Level Training In Four Critical Areas of Call Center Management

Do you believe that an affordable, highly focused, top-quality training experience is outside your budget and schedule? For a reasonable cost – and across just 6 weeks - we’ll give you expert training that will transform the way you approach the management of your center.

What it is:

Live, online instructor-led training courses that offer a comprehensive, cross-functional approach to call center management.These courses provide the critical training necessary for ICMI’s Professional Certification Program, the first and only accredited program of its kind within the contact center industry.


When/Where it is:

Online – Various days and times.


A great fit if:
  • Budget and/or timing do not allow for out-of-center travel
  • You desire mastery level training in a short time frame with a reasonable cost
  • You have a distributed workforce you’d like to bring together for a virtual training experience
  • You view interaction as a critical component of web-based training

Each course includes a self-study guide with:
  • Course Content
  • Exercises
  • Homework Assignments
  • Articles
  • Multiple-choice quizzes

*Select from the following courses:




Customer Management in the Contact Center - Explore key strategic principles,
including the impact of customer retention on profitability.

Leadership in the Contact Center - Gain a solid view of critical business
management practices within the contact center.

Operations and Technology in the Contact Center - Build your operations
foundation with this all-encompassing view of the specialized contact center operations field.

People Management in the Contact Center - Learn how to hire, manage, and
develop employees following industry best practices.


*Please Note: As the material taught is at a mastery level, it is recommended that participants have at least one year of experience in a contact center management-level position.


******These courses provide the necessary training for ICMI’s Professional Certification testing. For an additional cost of only $200 per course, you can be on your way toward earning your industry-recognized, accredited certification as a Strategic Leader, Operations Manager, Management Partner, or Management Consultant. Contact us for more information.******

QuickPoll

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
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