SYKES

Enroll for ICMI Web Study Courses for SYKES

Thank you for your interest in attending one of ICMI's Web study courses for SYKES. If you've never attended one of our training courses, this is the first step on the road to your personal and professional development.

If you're planning to join us for your second (or third, or fourth) course, welcome back!

NOTE: Registration is currently closed for the courses this quarter. Please contact Paul Pope at paulp@icmi.com regarding registration for this course.

Here are the dates and times of the sessions:



Operations Management

Tuesday sessions begin at 10am US Eastern, (2pm GMT)

  • Oct 04 - Orientation
  • Oct 11 - Section 3, Service Level and Response Time
  • Oct 18 - Section 4, Key Performance Indicators
  • Oct 25 - Section 5, Forecasting and Scheduling
  • Nov 08 - Section 6, Call Center Technology
  • Nov 15 - Section 7, Facilities and Disaster Recovery

Customer Relationship Management

Thursday sessions begin at 10am US Eastern, (2pm GMT)

  • Oct 06 - Orientation
  • Oct 13 - Section 3, Customer Relationship Dynamics
  • Oct 20 - Section 4, Evaluating Service Delivery
  • Oct 27 - Section 5, Relationship-Building Strategies
  • Nov 10 - Section 6, Cross-Functional Leverage
  • Nov 17 - Section 7, Supporting Technologies and Processes

People Management

Thursday sessions begin at 10am US Eastern, (2pm GMT)

  • Orientation
  • Section 3, Organizational Design and Strategic Staffing
  • Section 4, Hiring and Retention
  • Section 5, Training and Development
  • Section 6, Measuring and improving Performance
  • Section 7, Maximizing Human Resources

Note: No dates are confirmed.

Leadership and Business Management

Thursday sessions begin at 3pm US Eastern, (7pm GMT)

  • Orientation
  • Section 3, Strategy and Valuation
  • Section 4, Leadership and Communication
  • Section 5, The Call Center Business Environment
  • Section 6, Business Management Principles and Practices
  • Section 7, Financial Principles and Practices

Note: No dates are confirmed. 

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