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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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Essential Skills and Knowledge for Effective Contact Center Management

Learn the fundamental principles of contact center management that build exceptional operations and careers.

The Workforce Management Bootcamp

A comprehensive, four-day workshop that integrates all aspects of workforce management to improve forecasting and staffing efficiency.

Supervisor Leadership Development Program

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

Contact Center Strategy
Provides the tools and direction necessary to develop, implement and manage a contact center strategy and leadership process
Customer Experience Accelerator Boot Camp

This interactive two-day workshop focuses on how to build your Customer Experience (CX) Maturity Model.

Succeeding with Metrics

This interactive, consultative workshop – facilitated by industry expert Jeff Rumburg – will provide a comprehensive overview of best practices in performance measurement and management for Contact Centers.