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2020 Full Day Training

This is your opportunity to get a full day of training led by ICMI "best in the business" certified trainers. Highly recommended and included with your 4-Day Pass!


Contact Center Management Bootcamp

Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM - 3:45 PM
Rebecca Gibson

Evolving customer expectations, the rise of social media, proliferating contact channels, and the heightened strategic role of customer services are changing contact centers dramatically. Ensure your team's success and achieve your professional career goals with a solid foundation in planning and managing an exceptional contact center. You’ll learn how to apply the core principles of managing a contact center to these critical new environments. This course is guaranteed to give key staff involved in resource planning, contact center analysis, and performance reporting the tools necessary to make a lasting impact on their employees, their customers, and their companies.


Contact Center Strategy and Leadership

Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM - 3:45 PM
Julie Younkin

This executive-level planning workshop will provide 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 contact centers to transform your service and conquer new competitive challenges. You'll get the information, tools, and direction necessary to develop, implement, and manage a contact center strategy and leadership process—and then you and your colleagues will work through realistic exercises to discuss key contact center challenges. You'll leave with tools, techniques, and strategies you can implement immediately and for years to come.


Metrics and Data Analytics in Contact Centers

Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM - 3:45 PM
Wendy Fowler


Contact Center Fundamentals and People Management for Supervisors

Monday | 8:00 AM – 5:00 PM
Tuesday | 8:00 AM - 3:45 PM
Laura Grimes

Whether you are a first-time supervisor or a seasoned pro, this two-part training will prepare you to implement the key principles of management that will have a direct impact on agent engagement and retention. On Day 1, learn about the fundamentals of a contact center: what it is, what it does, and what you need to know to manage one successfully. Take a deep dive into the planning and management process, real-time management and recovery, and improving quality and productivity. Day 2 is all about people management and mastering the skills you need to hire and manage an engaged team of people who are working at their full potential. You'll learn how to blend agents into a successful team and how to use critical management and communication tools to make decisions and solve problems in a team setting.