ICMI Course Catalog
ICMI provides instructor-led training for contact center professionals from the agents to contact center leaders. Our courses focus on such critical areas as improving service levels, increasing employee engagement, optimizing operations, and raising the overall value of the center (and consequently, the overall value of your organization). These courses are offered at ICMI Training Symposium events, ICMI Contact Center Demo, ICMI Contact Center Expo, and onsite for clients.
An Agent's Role in Contact Centers
Blending Sales and Service
Managing Customer Contacts with Quality
Managing Difficult Customers
Supervisor Leadership Development Program
Contact Center Coaching
Contact Center Fundamentals
Managers and Directors
Contact Center Strategy
Essential Skills and Knowledge for Effective Contact Center Management
Contact Center Executive Fundamentals
Business Acumen for Contact Center Leaders
More than Metrics
Small Contact Center Workshop
Workforce and Quality Managers
Quality Form Development Workshop
The Workforce Management Boot Camp
Trainer Development Workshop
Monitoring and Coaching
ICMI Contact Center Symposiums offer an intimate, instructor-led training experience and unique networking opportunities. Many of the trainings offered in our course listing are available at Symposiums. Make use of the resources available - an immersive educational experience, and unprecedented access to network with peers, ICMI experts, and influential instructors! Learn More...
Don't see the course that meets your needs or have questions about which course is right for you, an ICMI Account Manager is available to help.