Contact Center Staffing and Scheduling: Design and Implementation
During this three part virtual classroom course uncover some key scheduling practices and principles that will help you develop flexible schedules that meet workload demands.Contact Center Hiring: Techniques and Tools
During this two part virtual classroom course learn to base your interview questions on the most dependable criteria for predicting future behavior – your candidates’ past actions and experiences.Essential Skills and Knowledge for Effective Contact Center Management
This two-day classroom course will teach you fundamental principles of call center dynamics; how to improve quality and efficiency; and how to communicate the value of the contact center to all levels within the organization.
Monitoring and Coaching for Improved Contact Center Performance
This two-day course shows you step-by-step how to design a comprehensive monitoring and coaching process that boosts quality, drives performance improvement initiatives, and increases agent performance and commitment.Understanding ACD Data: What You Need to Know and Why
Discover which Automated Call Distribution statistics and formulas are the most critical and how to use them to measure and improve your call center success during this virtual classroom course.Principles of Effective Contact Center Management
This two part course, derived from ICMI's flagship seminar Essential Skills and Knowledge, will build your knowledge of what it takes to manage a well-run contact center.Contact Center Metrics: Measuring and Reporting
During this two part virtual classroom course discover which metrics are most important, how to calculate them, and common pitfalls in using them. You’ll explore how you can use them to drive the behaviors that are required for success. Go beyond the typical benchmarking data for a well-considered view on how to measure the effectiveness of your center.Contact Center Agent Coaching
Attend this three part virtual classroom course to learn how to celebrate performance in your contact center by identifying and recognizing positive employee behaviors using praise. You’ll discover how often you should be praising and a model you can use to quickly and easily deliver praise that will inspire excellent performance.Contact Center Forecasting: Improving Accuracy
During this three part virtual classroom course explore a real-world forecasting process that will provide a solid foundation for your call center planning. Plus, understand the implications of inaccurate forecasting and how to overcome common reasons for inaccuracy.Contact Center Monitoring and Reporting
During this three part virtual classroom course learn the characteristics of the most effective monitoring programs and how to translate best practices into reality in your contact center.Contact Center Stress Management: Signs, Symptoms, and Solutions
During this virutal classroom course, discover tricks to manage stress in the fast-paced environment of constant demands and what seems like a never-ending stream of changes.Contact Center Staffing: Absenteeism and Adherence
Attend this virtual classroom course and develop a more effective way of keeping agents available.Contact Center Culture: Motivation Through Collaboration
In this virtual classroom course gain an understanding of the relationships and dynamics of culture and how it impacts employee commitment and performance. Plus, learn a framework for building a supporting culture under various organizational structures and conditions.Contact Center Operations: An Introduction to Seven Fundamentals
This virtual classroom course will help those in your organization – both inside and outside the contact center – understand how and why the contact center operates as it does.Do-It-Yourself Workforce Management
Attend this seminar to learn how to implement or improve your workforce management process without spending big dollars on software and training.Contact Center Real-Time Management: Effectively Meet Goals
Attend this virtual classroom course to learn how to handle unexpected call traffic quickly and effectively.Small Contact Centers
Join us for a virtual classroom series tailored specifically for the small call center of 60 seats or less. This two-part series takes an in-depth look into the challenges of small centers and offers practical and effective methods to overcome these challenges to get 'Big Results'.Operations Management Web Study Course
The web study course provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management; and prepares you for CIAC certification.Customer Relationship Management Web Study Course
This web study course provides call center leaders with the information they need to build customer relationships effectively and earn CIAC certification.The Workforce Management Boot Camp
This four-day, hands-on workshop will not only teach you proven techniques to improve forecasting and scheduling, but allows you to practice those techniques with input from expert instructors. This unparalleled opportunity to learn an integrated approach to call center workforce planning is based on the challenges that managers and analysts face every day. Bring your laptop and discover techniques to improve forecasts, calculate staffing resources, and review new scheduling approaches. You and your peers will work through realistic exercises to solve common forecasting, staffing and, scheduling challenges.Contact Center Staffing: Escaping the Costly Cycle of Turnover
Contact Center Staffing: Escaping the Costly Cycle of TurnoverSmart Strategy = Strong Leadership (4/20/2010- 4/21/2010)
This two-day, executive-level workshop will impart the information and direction necessary to develop, implement, and manage a contact center strategy and leadership process.Contact Center Coaching: A Practical Approach to Getting Results (4/21/2010)
This one-day, hands-on course will teach ways to build a coaching culture, adapt your coaching style to individual rep styles, and reinforce desirable behaviors through praise. Practice techniques through role playing to address difficult and sensitive coaching situations.Measuring Contact Center Effectiveness (4/22/2010)
This one-day course will teach you to track metrics that support your contact center strategy, the relationship between those metrics, and how to analysis the accrued data. You’ll gain practical, proven techniques to leverage key findings to identify root causes of inefficiencies and successes within your contact center.Contact Center Technology: What Works, What’s New, What Drives Results (4/23/2010)
The leading vendor-neutral explanation of how your technologies can best meet your business needs! Learn how to get more out of what you have, or plan for what’s next in your contact center.Supervising Your Team to Success
In this two-part virtual classroom course, explore ways to move your team to a higher level. Discover how to energize your team meetings and make them more productive. Learn ways to effectively resolve – and prevent – conflict.Adding Sales to a Service Environment
Find out how top call centers successfully generate revenue in this virtual classroom course. And how many service centers are now cost neutral. They have discovered how to appropriately cross-sell and pay for their operational costs.Mastering Contact Center Financials: Strategies for Planning, Measuring, and Reporting
This intensive two-day course is designed to provide contact center professionals with a solid understanding of strategic analysis to make better decisions and improve performance through planning and building a strong contact center budget, measuring overall financial performance, and reporting results back to the business. Discover tips to think and act like a CFO and successfully communicate important metrics, such as: cost per call, adjusting fixed costs, and revenue per call.Contact Center Training: Designing a Plan for Agent Effectiveness
Through ICMI’s Designing Effective Training for Agents virtual classroom course, you’ll get a grasp on the fundamental elements of what make a standout agent training program.Contact Center Management: Developing Supervisors Who Lead
Through ICMI’s Developing Supervisors Who Lead, virtual classroom course, you’ll learn to forge an unbreakable link from manager to agent through “super” supervisors that will have a direct, positive impact on the performance of frontline agents.Optimizing Your Contact Center Resources
ICMI’s Optimizing Your Contact Center Resources, two-part virtual classroom course will teach you the contact center-specific workforce management strategies you need to make the most of what you have.Improving Your Customer Experience Through a Seamless Multi-Channel Approach
Customers do business with companies through many different channels, but the experience is often disjointed and inconsistent. At best, this causes confusion and frustration. At worst, you’ll lose customers, who will tell 10 of their friends about . . .Designing a Contact Center Incentive Program that Drives Results
In this virtual classroom course learn how to create an incentive program for your center that drives the results you are trying to achieve. You'll learn the 10 best incentive practices of leading call centers, as well as three common incentive mistakes.Leading Practices in IVR Design: Turn Your IVR from a Liability to an Asset
In this virtual classroom course, you’ll learn the keys to designing successful, customer-focused IVR applications.Leadership and Business Management Study Course
Call center leaders continue to grow in stature as the call center’s value contribution is heightened within organizations. Leaders must be equipped to combine specialized call center knowledge with sound management practices.Customer Relationship Management Study Course
Customer satisfaction and loyalty have become key objectives for organizations as they recognize that long-term customers cost less to service and are more likely to spend more with the organization.Operations Management Study Course
Call center operations is a specialized management field with its own theories and terminology. The fundamental dynamics of the randomly arriving call center workload create multiple challenges.People Management Study Course
Where would a call center be without its people? They are the ones that design the processes, develop the technology, provide the training and, ultimately, personally interact with the organization’s customers.Program of Excellence in Customer Service: Agent Training
Go beyond preparing your reps to meet minimum standards. Equip your reps to exceed customer expectations with ICMI's Program of Excellence in Customer Care. The program ensures that reps can deliver excellence in customer care and that they will…by understanding the "why" behind what they do.
Contact Center Supervisor Leadership Development Program
This program combines the fundamentals of the call center’s unique operating environment with general leadership and coaching skills to provide call center supervisors with a curriculum that is specifically suited to them. Through this development program, your supervisors will learn the skills necessary to lead their teams to success.Monitoring and Coaching for Supervisors
This two-day course will provide you with the tools to understand the purpose and objectives in monitoring and coaching, as well as the most up-to-date methods and best practices in the industry.Essential Skills and Knowledge for Supervisors
The industry’s highest-rated seminar—attended by more supervisors than any other call center course.
Essential Principles of People Management
Attend this two-day course to learn the key principles to agent interviewing, hiring, on-boarding, and managing effectively. Discuss the unique challenges other call center managers face in their day-to-day jobs and innovative ways to overcome those challenges.The Dynamic Contact Center
This one-day course explains the definition of a contact center, why a contact center is important to the organization, and what their role is within that important function.Managing Customer Contacts with Quality
In this one-day course, agents learn how to use those all important courtesies, etiquette, and positive language when dealing with the hectic pace of the customer service environment. They’ll learn why the greeting is crucial to a good first impression and how their tone impacts the entire call.Managing Difficult Customer Contacts
In this one-day course, agents will learn to identify those difficult customer contacts, the key considerations in dealing with those contacts, and how to say both yes and no to those difficult customers. We’ll also provide them with tips on how to manage the customer’s stress along with their own stress in these challenging situations.It’s All About the Customer
This one-day course gives the answer to all of those difficult but critical questions in the contact center environment. Your agents will learn to appreciate and understand the customers’ expectations, the value of customer satisfaction, why they need to be doing the right things at the right times, and their importance to the overall customer experience.Connecting with Customers Through Email
In this virtual classroom course, agents will be provided with a framework for constructing an email that assures your customers they’ve chosen the right place with which to do business. We’ll give them the tools they need to interpret the customer’s request, and the service skills they need to impress even the most difficult client.Proven Inbound Sales Techniques
This one-day course reveals the secret to successful relationship-driven sales in the inbound environment and teaches
agents the psychology behind customer’s buying patterns.Workforce Management: The Basics and Beyond
During this two-day course, learn how to build on basic concepts to create a planning culture that drives consistently improved performance, improve the quality of historical data, and develop a tiered staffing approach that increases efficiency and employee morale.The Workforce Management Boot Camp
This unparalleled opportunity to learn an integrated approach to contact center workforce planning is based on the realities that managers and analysts face every day. Bring your laptop and gain four days of hands-on experience improving forecasts, calculating staffing resources, and reviewing new scheduling approaches.