Student Resource Center

Welcome to ICMI's Student Resource Center! You can download everything you need to complete your training with ICMI right here.

You may find your password in your student course manual for classroom courses and your course instructional email for online courses.

Resource Kit Password

	Contact Center Forecasting: The Fundamentals of Success June 1 - Virtual Classroom

	ICMI Symposium June 19-22 - Philadelphia, PA

	Contact Center Forecasting: Improving Accuracy June 8 - Virtual Classroom

	Contact Center Forecasting: Improving Accuracy Virtual OnDemand

1	Explanation of ACD Service Level? Amanda Reth - 1 answer

1	Average Shrinkage? Nina Westvold - 1 answer

5	Removing <10 Second Abandons at Skill Level? Mary Wierbicki - 5 answers

1	Formula for Agents Needed? Mohamed Haqqi - 1 answer

	Keep (and Optimize) Your Call Center's Best Agents: Agent Salary... Webinar – Jun 7 – Register Now!

	Cloud Cover for the Call Center: Meeting Demands Intelligently and... Whitepaper

	The Role of Workforce Optimization in Balancing Contact Center Efficiency... Webinar – Watch Now!

	Blending in the Call Center: Benefits, Barriers and Breakthroughs Whitepaper

	Expert's Angle: Why Customer Service Reps Don't Sell… and What... Operations - 1 comment

	Customer Service is a Contact Sport Operations

	Blended and Outbound Call Centers Series: Outbound Campaign Design Operations

	Inbound-only Centers and Outbound Traffic Operations

0:41	Jean Bave-Kerwin -- Call Center on Fast Forward Book Testimonial 20 views - 5 days ago

0:39	Tiffany LaReau -- Call Center on Fast Forward Book Testimonial 32 views - 2 weeks ago

0:44	Gina Szabo -- Call Center on Fast Forward Book Testimonial 30 views - 2 weeks ago

	Yes we do - and they’re great!
	Yes, but we’re having some challenges with them.
	No, we tried but they didn’t work out.
	No, but we'd like to.
	No, they’re not for us.