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.Understanding ACD Data: What You Need to Know and Why
Attend this virtual classroom course to sort through the complex maze of call center data. Cheryl Helm will help you identify what you should be focused on and why.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.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.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 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 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 Staffing: Absenteeism and Adherence
Attend this virtual classroom course and develop a more effective way of keeping agents available.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 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.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.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 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.Contact Center Real-Time Management: Effectively Meet Goals
Attend this virtual classroom course to learn how to handle unexpected call traffic quickly and effectively.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.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 Staffing: Escaping the Costly Cycle of Turnover
Contact Center Staffing: Escaping the Costly Cycle of TurnoverContact 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.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.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.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.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 . . .Contact Center Basics: An Agents Role in Contact Center Success
This information-packed virtual classroom course will increase your commitment and motivation. Contact center agents will learn about queues, customer expectations, the importance of quality call handling and the steps of the call center management planning process.