Call Center Training | ICMI
Empowering contact center excellence for 30 years!

Contact Center Training

ICMI 2017 Contact Center Training Catalog 

Sve 15% on All ICMI Training through Dec 15th through the Holiday Training Special!

Make ICMI your call center training and development partner.

With over 30 years of contact center training experience, ICMI offers highly interactive and highly rated contact center training for customer care professionals. Our training courses focus on critical areas such as improving service levels, increasing employee engagement, optimizing operations, and raising the overall value of the call center (and consequently, the overall value of your organization.)

We've had the privilege of partnering with over 100,000 customer care professionals worldwide – aiding them in attaining much-needed call center training, providing management knowledge and skills through the Training Symposiums (Classroom) and Client Site Trainings that we offer. And we are constantly updating and fine tuning our call center training courses to keep pace with the trends and challenges in the industry. ICMI training reflects the most current best practices and research.

ICMI Training Courses                       ICMI Training Catalog

ICMI Contact Center Training Symposium - Las Vegas, 2019

Featured ICMI Training Resources:

Three steps to a modern profitable service organization - free guide from ICMI Training 5 most common mistakes made by small contact center leaders - free ICMI training guide Measuring the effectiveness of your training program - free guide from ICMI training

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ICMI has trained professionals from such customer-centric companies as:

  • AT&T

  • Farmers Insurance

  • New Balance

  • Sprint
  • Capital One

  • Hewlett Packard

  • Patagonia

  • The Home Depot
  • Crayola LCC

  • IBM

  • Prudential

  • United Way
  • Experian

  • JetBlue Airways

  • Redbox

  • Visa
  • ExxonMobil

  • Microsoft

  • Sephora

  • Wells Fargo


Everything taught by ICMI during a one-day customized training course was immediately actionable – my team was able to implement new skills the following day and start driving improvements to the customer experience. ICMI remained engaged post-training through additional support and resources to make sure our investment continues to pay dividends. This was one of the best training experiences we’ve had, and will definitely look to ICMI for our next initiative!

Devin Rahn, Director, Customer Insights and Support, Emerson Ecologics

ICMI met with us before training to understand our company’s objectives and desired outcomes. After the training, we are seeing our managers apply this knowledge through different thinking and applications. I would recommend Essential Skills and Knowledge for Effective Contact Center Management to any company that needs a refresher or better understanding of capacity planning.

Bryan Cich, Director, Learning & Development, LexisNexis

Don't see the course that fits your needs or have questions about which course is right for you, an ICMI Account Manager is available to help.

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A Blended Approach...

Utilizing a blend of ICMI’s training methods can provide the “best of both worlds.” Symposiums offer an intimate training experience with invaluable interaction and networking opportunity, while Client Site trainings offer a chance to bring the training directly to your center, addressing your most relevant issues. Join a friendly and helpful professional community, and get trained on contact center topics that matter most to you.

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