Unlock the secrets of the best call centers—and find out how to apply them in your organization!

The industry’s highest-rated seminar—attended by more managers than any other call center seminar.

Attend ICMI’s flagship seminar and build a solid foundation for successful call center management. You’ll learn breakthrough strategies and techniques you can apply for years to come to ensure extraordinary customer service and achieve your personal career goals.

You’ll discover powerful ways to:

• Create a planning culture
• Meet service levels consistently
• Forecast the workload with accuracy
• Develop accurate schedules
• Manage the queue in real-time
• Communicate unique call center dynamics
• Set the right performance objectives
• Improve quality and efficiency
• Win the support and recognition of top management

And you’ll gain a wealth of benefits including strategies to:

• Reduce abandonment rates and recover lost customers
• Manage a wide range of contact channels
• Exceed customer expectations
• Raise performance standards
• Reduce call center costs and improve your bottom line

View the complete Program Outline and the Sample Seminar Trip Report for details on what you’ll learn.

Seminar Materials

A comprehensive course manual
Glossary of call center terms
Article reprints and studies
FREE software including a suite of useful tools
A certificate of completion

Demonstrate the knowledge you’ve gained with an ICMI Knowledge Certificate! After the seminar, you may choose to take an online quiz to demonstrate the knowledge you’ve gained. When you pass the quiz, we’ll send you an ICMI Knowledge Certificate. There is no additional charge for the ICMI Knowledge Certificate Program.

Who should attend?

This exceptional seminar delivers plans, strategies and success secrets guaranteed to improve your operations and boost the value of your call center. ICMI’s program repeatedly garners high praise from directors, managers, analysts and supervisors in a wide range of commercial and government sectors including those involved in: customer service, sales, help desks, claims, reservations, information centers, hotlines, emergency services and consumer affairs.

Perfect for your entire management staff, this seminar will build a solid foundation for call center excellence in your organization and your career. In fact, you can bring this seminar on-site and experience even more benefits from this powerful training.

Recommended Readings

If you are interested in this seminar, you might also enjoy:
ICMI's Call Center Management Dictionary
Call Center Management on Fast Forward
How Incoming Call Centers Behave: Back to the Basics

For training outside of North America, contact ICMI's Global Partners or see the International Dates and Locations below.

Join us for the Seminar Symposium, August 19-21 in Washington DC!

Same great Essential Skills and Knowledge seminar, but take advantage of more networking opportunities. See www.icmi.com/symposium for more details or register below.

View the Program Outline.