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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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Supervisor Leadership Development Program

Combines the fundamentals of the call center’s unique operating environment with general leadership and coaching skills.

Monitoring and Coaching

Design a comprehensive, cost-effective monitoring and coaching program.

Quality Form Development Workshop

Maximize the value of your quality program by learning how to develop and optimize your quality monitoring forms.

Contact Center Coaching

Improve agent and customer satisfaction through this proven coaching model.

The Power of Metrics and Data

This course is designed to help front-line managers and supervisors understand metrics, what they mean and how they are best used.

People Management
Attend this one-day course to learn the key principles to agent interviewing, hiring, on-boarding, and managing effectively.