ICMI Professional Training & Certification
|Providing a sustainable competitive advantage to contact center professionals and their centers |
In an era where customer expectations – and the consequences of not meeting them – have never been higher, it’s more important than ever to have a sustainable competitive advantage to differentiate from the competion. This is especially true in the contact center, where areas such as begins with customer focus, systemic approach, and consistent processes are particularly paramount.
ICMI's Professional Training and Certification program was developed with this in mind. The first of its kind, this four-course program offers mastery-level training for contact center management professionals, providing and validating the skills needed to make strong business decisions and set strategic direction. The program was designed by the industry, for the industry, by the Call Center Industry Advisory Council (CIAC) - a broadly representative group of contact center practitioners and industry subject matter experts -- and identifies role-specific knowledge, skills and attributes (competencies) that have been shown to inform superior contact center job performance.
Across courses focusing on Operations, People, Customers, and Leadership, topics covered include:
- Performance Measures
- Forecasting and Scheduling
- Organizational Design and Structure
- Measuring and Improving Performance
- Customer Management Dynamics
- Relationship-Building Strategies
- Supporting Technologies and Processes
- Planning and Developing Strategy
- Building Collaborative Relationships
- Financial Resource Management
Four Easy Steps
Step 1: Choose a Professional Designation
Step 2: Engage in Completely Online Training
Step 3: Pass Competency Testing
Step 4: Complete Performance Assessment
Companies committed to ICMI Professional Certification include:
99% of surveyed Certified professionals said…
- they are a more effective manager of operations and processes
- they have a greater understanding of key contact center metrics
- they have a more disciplined approach to decision-making
as a result of completing the ICMI Professional Certification process.
ICMI Professional Certification allowed me to improve my skills at building business cases and has increased our center’s contribution to the bottom line. I have become a more creative and effective leader and educator as our company transitions to a more long-term focus on customer relationship management and employee loyalty.
Linda Talarico, ICMI-Certified Strategic Leader, Customer Service Manager, RS Medical
I am currently in the process of getting certified. The Ops/Tech portion was very eye-opening to the things I did not understand fully.
Michele Purvey, AVP & Customer Contact Center Manager, Coppermark Bank
Discover how ICMI Professional Certification can establish you as an expert role model in your organization and the contact center industry.Request Information