Contact Center Training

ICMI: Your Partner For Contact Center Training & Education

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.




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.