Register for half-day workshops at ICMI's upcoming Contact Center Connections conference and expo. Register for half-day workshops at ICMI's upcoming Contact Center Connections conference and expo.

CC Connections is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Dallas, TX | October 12-14, 2020
Dallas Sheraton

Workshops in 2019

Capitalize on this opportunity to get ICMI Training with these 1-day training workshops or dig deeper into specific topics of interest with half-day workshops led by best-in-the-business instructors. Register now to select your workshops.


FULL DAY ICMI Training: Workforce Management Principles

Monday | 8:30 AM – 4:30 PM
Columbus AB
Wendy Fowler

This 1-day course looks at developing foundational knowledge and skills in workforce management for contact centers. Learn how workforce management (WFM) is defined, and explore the components of the planning and management process of the contact center. Gain a better understanding of service level/response time objectives, data collection and forecasting, real-time management, and reporting and analysis that will enable you to more effectively and efficiently manage your center. (No previous workforce management is required.)


FULL DAY ICMI Training: Small Contact Center

Monday | 8:30 AM – 4:30 PM
Columbus CD
Fancy Mills

"Do more with less!" A common edict, but the performance impact can be much greater in small centers. The good news is having limited resources does not have to mean limited results. Managers of small centers can and must become masters of strategic planning, relationship building, agent education and motivation, forecasting and scheduling, and technology optimization. This targeted workshop, specifically for contact centers with 2 to 50 agents, provides the tools, strategies and tips you need to achieve big results. Come prepared to share with your peers who manage other small centers and capture a ton of ideas you can apply right away!


FULL DAY ICMI Training: Contact Center Strategy

Monday | 8:30 AM – 4:30 PM
Columbus EF
Laura Grimes

This all new workshop from ICMI provides the tools and direction necessary to develop, implement and manage a contact center strategy and leadership process. Apply the lessons of the world's best customer contact centers to transform your service and sales delivery systems to conquer new competitive challenges. Get the information, tools and direction necessary to develop, implement and manage a contact center strategy and leadership process. You'll leave with techniques and strategies you can implement immediately – and references to consider for many years to come.


The Principles of Effective Contact Center Management

Monday | 8:30 AM – 12:00 PM
Columbus GH
Brad Cleveland

In this step-by-step session, Brad Cleveland, author of the bestseller Call Center Management on Fast Forward, walks you through the foundational principles that will serve you well throughout your career. Whether you're a new manager looking for a roadmap or a veteran in search of a dependable refresher, this workshop provides the essential knowledge and confidence you need to succeed in today's fast-changing environment.


High-Performance Management: Getting the Most Out of Contact Center Agents

Monday | 8:30 AM – 12:00 PM
Columbus IJ
Jeff Toister

Getting the most out of your contact center agents is a challenge for every manager. This interactive workshop focuses on the essential skills required to help today's contact center agents achieve and sustain a high level of performance. Through hands-on activities, you'll experience common obstacles to great performance. You'll also learn proven best practices in performance management skill areas such as expectation setting, coaching, employee motivation and holding agents accountable. You will walk away with tools and actionable ideas to help your team reach its full potential.


MasterMinds - Connecting Beyond the Conference

Monday | 1:00 PM – 4:30 PM
Columbus GH
Megan Selva

Are you a contact leader who's looking for a unique opportunity to share and learn from the experience of others? MasterMinds is a place to bring ideas, share best practices, solve pressing issues, all while receiving support and encouragement. MasterMinds will enable you to come together with others in your industry, build an action plan based on your top challenges and conference learnings, and create a core group of peers who can hold each other accountable throughout the year. If you want to unlock the full potential of attending an industry conference, you do not want to miss MasterMinds.


Beyond Efficiency and Cost Savings – Preparing Technology Recommendations Based on Customer Impact

Monday | 1:00 PM – 4:30 PM
Columbus IJ
John Goodman

When preparing to present or recommend technology solutions to your organization, much of the material provided is focused on enhancing efficiency and costs savings. However, by focusing on problem prevention, proactive service, empowerment, engagement and delight – the payoff is worth the effort! These outputs can be translated into revenue, margin and word of mouth payoffs that are usually 10X the required investment. This workshop is designed to teach you how to create compelling business cases with maximum customer impact.