Contact Center Fundamentals Training Course | ICMI
Empowering contact center excellence for 30 years!

Contact Center Fundamentals

Delivery Method



Client Site Training
Bring this course to your facility.


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Advance the success of your call center and achieve your professional career goals with a solid foundation in planning and managing an exceptional call center. This course is guaranteed to give key staff involved in resource planning, call center analysis and performance reporting the tools necessary to make real, lasting, bottom-line financial impact.

Who should attend
  • Supervisors
  • Managers
  • Directors
  • Workforce Management personnel
What you will learn
  • Understand key contact center management principles and practices
  • Recognize terms, definitions, and requirements of successful contact center management
  • Formulate a plan using the content and tools provided to make positive improvements in your workplace
  • Share experiences, successes, and challenges with others
  • Co-create a rewarding, fun learning environment!
Course Outline

1. The Dynamic Contact Center Profession

We put the contact center into the context of the larger organization by discussing:

  • What a contact center is
  • What it does
  • What is required to manage it successfully

Most importantly, we begin the discussion of how each individual, regardless of their job function, contributes to success in the center.

2. The Planning and Management Process

  • What makes a contact center different from others areas of the organization, and therefore, WHY we need to have a PLAN that covers specific steps.
  • What the specific steps are and how that plan takes into account the driving forces that make a contact center unique.
  • Why getting the numbers right is a prerequisite to the people side of the equation and how to get the numbers right.
  • Six immutable laws that operate in contact centers.

3. Effective Real-Time Management and Recovery

  • Distinguish between real-time management and real-time recovery, and how to exercise more real-time management to avoid too much real-time recovery.
  • Determining when action is needed, what action is appropriate, and what data to look at to make these determinations.
  • Elements of a workable, appropriate, and feasible escalation plan.
  • Conducting the post-analysis.

4. Improving Quality and Productivity

  • Define quality and identify customer expectations
  • Identify how service level and quality work together
  • Identify key performance objectives

5. Summary and Next Steps

  • Characteristics of leading centers
  • Actions to take to improve your contact center
  • Tips for personal professional development