** New for 2019 **
Receive your ICMI Strategy & Leadership Certificate as part of the ICMI PRO Series
As a 4-Day Pro Pass holder you will receive specialized training leading to the awarding of a certificate from ICMI for Strategy & Leadership as part of the ICMI PRO program.
In addition to having full access to the conference program, you will be required to attend 2 ICMI led workshops and 2 ICMI led 1 hour sessions during the conference to receive your certificate.
Monday May 13 (select at least one ICMI led workshop)
- 8:30AM-5:00PM, Pre-13: Small Contact Center Workshop (Full Day)
- 8:30AM-12:00PM, Pre-3: Principles of Effective Contact Center Management Workshop
- 1:00PM-4:30PM, Pre-8: Contact Center Strategy Workshop
Tuesday, May 14 and Wednesday, May 15 (attend 2 ICMI led sessions)
- Session 105: Characteristics of the Best Managed Contact Centers
- Session 206: Developing a Roadmap for Operational Improvement
- Session 301: Which Metrics Are Right for Your Business?
- Session 404: If It Weren't for These Freakin' People!: The Pool of Relationships
- Session 604: Developing an Effective Customer Access Strategy
- Session 704: Team Empowerment - How to Reduce Conflict and Deliver an Effortless Customer Experience
Thursday, May 16 - 8:30AM-5:00PM (select one ICMI led workshop)
- Post 1: MasterMinds
- Post 2: Power of Metrics & Data
- Post 3: Coaching