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With over 30 years of contact center training experience, ICMI offers highly interactive, consultative based, and highly rated contact center education for all levels and roles. Our content covers critical areas such as process improvement, increasing employee engagement, improving service levels, optimizing operations, and raising the overall value of the center (and consequently, the overall value of your organization).
We've had the privilege of partnering with over 100,000 contact center professionals worldwide – assisting in the development of valuable contact center knowledge and skills through the Training Symposiums (Classroom), Online (on-demand), Virtual Instructor-led, and Client Site training options that we offer. ICMI training and education incorporates the most current industry and educational best practices and research, and we consistently update our content to keep pace with the trends and challenges of the industry.
Learn the fundamental principles of contact center management that build exceptional operations and careers.
A comprehensive, four-day workshop that integrates all aspects of workforce management to improve forecasting and staffing efficiency.
Combines the fundamentals of the call center’s unique operating environment with general leadership and coaching skills.
This interactive two-day workshop focuses on how to build your Customer Experience (CX) Maturity Model.
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.