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Contact Center Courses

Prepare to Outperform

If you're a contact center professional looking to advance your knowledge, skills, and career, then you've come to the right place. Browse through ICMI's highly-interactive and highly-rated contact center courses below, where you can sort by level, course delivery method, and topic.

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Handling Difficult Customers

This course provides insight and guidance for avoiding escalations, call control, word choice, and difficult customer interactions.

Customer Management Basics
This course serves to build a foundation of customer management skills for contact center agents.
Sales Skills Essentials
This course builds sales skills and techniques for contact center agents.
Managing Customer Contacts with Quality

Agents will learn and practice contact-handling skills, including active listening, call control, word choice, and more.

Managing Difficult Customers

Teaches agents valuable strategies for dealing with a variety of difficult customer interactions and managing stress.

An Agents Role in Contact Centers

Increases agent engagement by developing a basic knowledge of contact center operations and how agents contribute to the organization.