The Easy, Affordable Solution to Call Center Management Training
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29 Courses – One Price – Unlimited Use
What: Access to a library of 29 on-demand call center management training courses for your entire organization - at the flat cost of $5000. Our classes cover both general topics and problem-specific training at the management and supervisory levels
How: Our simplified training model allows you to purchase one annual All-Access Pass to ICMI's OnDemand Training courses.
Why: Address specific training needs, ongoing employee development, and stay up-to-date on the latest best practices - without taking a bite out of travel budgets.
Who: This pass is meant to be shared with your entire organization. Each individual can take one, two…or all 29 on-demand courses offered! This is a convenient and affordable way to learn: For both call center management AND those aligned with your call center that need to gain a better understanding of call center practices. And best of all - since these self-paced courses are delivered online, they can be taken anytime, anywhere. No scheduling, and no waiting.
The OnDemand All-Access Pass Benefits Everyone
Managers can reference a broad array of topic-based training as challenges and opportunities arise in their center. Supervisors will have access to on-demand training that addresses challenges in their current role as well as those that prepare them for call center management - without leaving the office or breaking the bank. Agents can learn how to manage stressful situations and difficult customer contacts, and learn about the importance of their role within the context of contact center operations. Employees aligned with - but outside of - the call center will have access to gain an understanding of how a center operates.
Access Training in Three Easy Steps
1. Complete the OnDemand All-Access Pass order form and e-mail it to icmi@icmi.com or fax to 719.268.0184.
2. When payment is received, we will send you one username and password that everyone at your organization can use for unlimited access to all 29 on-demand courses available. Your subscription is active for one year from the purchase date.
3. Time to get started! Send staff to icmi.com/allaccess to log-in and begin.
Courses Available for Every Level of the Call Center:
Agent Level Training
Contact Center Agent Training: Connecting with Customers Through Email - NEW!
Contact Center Agent Training: Managing Difficult Customers
Contact Center Basics: An Agents Role in Contact Center Success
Contact Center Operations: Seven Critical Issues
Team Leader Training
Contact Center Basics: An Agents Role in Contact Center Success
Contact Center Operations: Seven Critical Issues
Contact Center Staffing: Absenteeism and Adherence
Contact Center Stress Management: Signs, Symptoms, and Solutions
Manager/Supervisor Level Training
Contact Center Agent Coaching: Improving Performance Through Coaching
Contact Center Agent Coaching: Addressing Challenges in Agent Development
Contact Center Agent Coaching: Inspiring Employees Through Positive Feedback
Contact Center Agent Training: Managing Difficult Customers
Contact Center Culture: Motivation through Collaboration
Contact Center Forecasting: The Fundamentals of Success
Contact Center Forecasting: Improving Accuracy
Contact Center Forecasting: Effective Tactics and Tools
Contact Center Metrics: What Metrics Matter and Why
Contact Center Metrics: Building Reports and Communicating their Meaning
Contact Center Monitoring: Designing a Program that Achieves Results
Contact Center Monitoring: Setting Agent Performance Targets
Contact Center Monitoring: Creating Effective Monitoring Forms
Contact Center Operations: Seven Critical Issues
Contact Center Real-Time Management: Effectively Meet Goals
Contact Center Staffing: Absenteeism and Adherence
Contact Center Staffing and Scheduling: Building a Long-Term Model
Contact Center Staffing and Scheduling: Implementing Best Practices
Contact Center Staffing and Scheduling: Group Design and Other Considerations
Contact Center Staffing: Escaping the Costly Cycle of Turnover
Contact Center Training: Designing Effective Training for Agents
Do-It-Yourself Workforce Management
Optimizing Your Contact Center Resource
Principles of Effective Contact Center Management (English & Spanish versions)
Small Contact Centers: Forecasting and Scheduling
Small Contact Centers: Measuring and Improving Performance
Quality Assurance Specialist Level Training
Contact Center Agent Coaching: Improving Performance Through Coaching
Contact Center Agent Coaching: Addressing Challenges in Agent Development
Contact Center Agent Coaching: Inspiring Employees Through Positive Feedback
Contact Center Monitoring: Designing a Program that Achieves Results
Contact Center Monitoring: Setting Agent Performance Targets
Contact Center Monitoring: Creating Effective Monitoring Forms
Director Level Training
Contact Center Culture: Motivation through Collaboration
Contact Center Metrics: What Metrics Matter and Why
Contact Center Metrics: Building Reports and Communicating their Meaning
Contact Center Training: Designing Effective Training for Agents
Principles of Effective Contact Center Management (English & Spanish versions)
Small Contact Centers: Forecasting and Scheduling
Small Contact Centers: Measuring and Improving Performance
Analyst Level Training
Contact Center Forecasting: The Fundamentals of Success
Contact Center Forecasting: Improving Accuracy
Contact Center Forecasting: Effective Tactics and Tools
Contact Center Staffing and Scheduling: Building a Long-Term Model
Contact Center Staffing and Scheduling: Implementing Best Practices
Contact Center Staffing and Scheduling: Group Design and Other Considerations
Principles of Effective Contact Center Management (English & Spanish versions)
Workforce Management Training
Do-It-Yourself Workforce Management
Call Center Trainers
Contact Center Training: Designing Effective Training for Agents
