4 Days

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Supervisor Leadership Development Program

A combination of 4 of the best supervisor leadership skills courses for a deeper understanding of the management principles of the contact center and to elevate the professionalism of the contact center supervisor.

Too often, managers promote their best agents to be supervisors without equipping them with vital new leadership skills that will determine their success in their new job role. Through ICMI’s Contact Center Supervisor Leadership Development Program, supervisors will increase their overall level of contact center knowledge and gain a common focus for the work that they do.

The program combines the fundamentals of the call center’s unique operating environment with general leadership and coaching skills to provide call center supervisors with a curriculum that is specifically suited to them. Through this development program, supervisors will learn the skills necessary to lead their teams to success.

The program delivers a deeper understanding of the management principles of the contact center and elevates the professionalism of the contact center supervisor. This leads to greater retention as supervisors clearly see the impact of their positions and the career paths to which they lead. Supervisors will complete the program with a greater understanding of the results they are being asked to achieve and why they are so important.

4 Days

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The Workforce Management Boot Camp

A comprehensive, four-day workshop that integrates all aspects of workforce management to give work force management professionals the precise, start-to-finish skills that will improve accuracy, efficiency, increase employee and customer satisfaction, and consistently meet service levels.

ICMI's Workforce Management Boot Camp is an unparalleled opportunity to learn an integrated approach to call center workforce planning based on the realities that managers and analysts face every day. This workshop not only teaches you proven techniques to improve forecasting and scheduling, but allows you to practice those techniques with input from expert instructors. You and your colleagues will work through realistic exercises to solve common forecasting, staffing and, scheduling challenges. You will leave with a laptop full of true-to-life examples. Plus, you'll receive comprehensive course materials to reference for many years to come.

Through this boot camp, you'll supplement your on-the-job experience with formal call center training, learning how the best in the industry provide accurate forecasts and schedules that balance the needs of the organization and employees. You’ll focus on gaining a complete understanding of the theory and actually use and practice all the key functions of the WFM process. So bring your laptop and gain four days of hands-on experience improving forecasts, calculating staffing resources, and enhancing existing scheduling approaches.

*Please note: For this intensive hands-on workshop, an intermediate understanding of Excel is required (click here for Excel prerequisites). ICMI requires you bring a laptop to this workshop; before the course you will receive a URL and password via email to download software and course materials. It is necessary that you install this software prior to the course.

Laptop Requirements

• NT 4.0, 2000, XP or higher operating system
• Microsoft Excel 2003, 2007, 2010 or 2011 (with latest patches installed)
• 6 MB Free hard disk space
• USB enabled  

2 Days

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Contact Center Strategy

This 2 day 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 customer contact centers to transform your service and sales delivery systems to conquer new competitive challenges through ICMI’s Contact Center Strategy, an executive-level planning workshop. This two-day call center course will give you the information, tools and direction necessary to develop, implement and manage a contact center strategy and leadership process. You and your colleagues will work through realistic exercises to discuss key contact center challenges. You will leave with tools, techniques and strategies you can implement immediately and reference for many years to come.

This intensive and effective executive program is guaranteed to give you the direction needed to manage the changes in customer relationships driven by today’s multi-channel environment. You’ll become an even stronger leader with the capacity to effectively implement a contact center strategy that drives value and recognition.

2 Days

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Customer Experience Accelerator Boot Camp

This interactive two-day workshop focuses on how to drive and maximize customer experience by building an optimized Customer Experience (CX) Maturity Model and program.

This boot camp will you help you design and optimize your Customer Experience (CX) Maturity Model and program by focusing on key topics such as: CX vs. Customer Service, metrics, journey mapping, voice of the employee, and key CX methodologies. Leave with a blueprint for a customer experience program that drives value and customer satisfaction.

2 Days

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Essential Skills and Knowledge for Effective Contact Center Management

The fundamental principles of contact center management that equip professionals to build exceptional operations and careers.

Advance the success of your call center and achieve your professional career goals with foundational training  in planning and managing an exceptional call center through ICMI's Essential Skills and Knowledge for Effective Contact Center Management course. This is ICMI's flagship course – the highest rated in the industry and attended by more key call center management personnel than any other contact center course available.

Evolving customer expectations, the rise of social media, proliferating contact channels and the heightened strategic role of customer services are changing contact centers dramatically. You'll learn how to apply the core principles of managing a contact center to these critical new environments.

This two-day course is an intensive and effective training program guaranteed to give key staff involved in resource planning, call center analysis, and performance reporting the tools necessary to make real, lasting, bottom-line financial impact.

You and your management staff will learn what thousands of other call center professionals have learned through this course: Practical, proven strategies for creating a planning culture that you can apply right away to see an immediate return on investment in your call center.

2 Days

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Succeeding With Metrics

This interactive, consultative workshop – facilitated by industry expert Jeff Rumburg – will provide a comprehensive overview of best practices in performance measurement and management for Contact Centers.

In this workshop, research gathered from thousands of Contact Center benchmarks will illustrate that the vast majority of contact centers use metrics to track and trend their performance – but nothing more! Unfortunately, in this mode, a contact center misses the real value of performance measurement by failing to exploit the diagnostic capabilities of KPIs, and the call-to-action potential of KPIs. The goal of the workshop is to share his knowledge and expertise to help students leverage and optimize KPIs to achieve continuous service improvement in their support organizations.

2 Days

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Trainer Development Workshop

This 2 day course will help experienced and new trainers uncover attitudes, techniques, and tools that make training more effective and that will develop their training skills and refresh their abilities.

Contact Centers often use supervisors or subject-matter experts in the training role. This allows them to bring their wealth of experience into developing others, but effective training is a skill that includes more than just knowing the material and being able to speak to groups. Participants in this course will leave with a solid understanding of what makes for good training, the basic principles of how adults learn (which is different from how youths learn), a simple design model for when they need to create the training or make modifications to existing training, the best practices for delivering training, techniques to engage participants to help the learning last, evaluating the effectiveness of training, managing the classroom, and aiding the transfer from learning to performance. Additionally, they will have a whole new host of training activities and trainer tips and tricks that they can immediately use to make their training more effective.

This lively course provides practical and effective techniques that will improve the effectiveness of your training, helping trainees transfer new skills and knowledge to improve job performance. Participants will come away with many activities that can be easily incorporated into their own training to make it more effective. The course is active and hands-on, with many opportunities for practicing new skills and techniques.