Hands-On Call Center Training | ICMI

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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!

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ICMI Master minds

Thursday | 8:30 AM – 5:00 PM
Regency Ballroom 1
Megan Selva, Erica Marois

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.

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ICMI Power of Metrics & Data

Thursday | 8:30 AM – 5:00 PM
Regency Ballroom 2
Wendy Fowler

The amount of data available in contact centers can be overwhelming. This one day ICMI led workshop can help the front-line manager understand metrics, what they mean and how they are best used, as well as tools for observing and analyzing data in order to identify, implement, and sustain performance and process improvements. Attendees will learn the role of metrics in process improvement and performance management, and tips for sustaining improvements; five categories of metrics, with primary and secondary measurements, what they mean, and recommendations on how to best use them; tools for observing, analyzing, and making the most of metrics and data to improve performance.

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Post 3

ICMI Coaching

Thursday | 8:30 AM – 5:00 PM
Regency Ballroom 3
Todd Gladden

Start building a coaching culture that improves agent and customer satisfaction with a proven coaching model that you can implement immediately. Without coaching, the time and money you spend on training and monitoring will have little impact on your contact center's performance. By implementing a proven coaching model and training everyone who coaches to use the model and to coach more effectively, you will see agent performance and effectiveness rise.

"This conference was well organized, had excellent speakers, and an engaged audience."

Lindsay Zarr, Customer Solutions Manager, North American Bancard

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   © 2019 Informa PLC, All Rights Reserved.