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Training Catalog

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 Symposium LogoICMI contact center training symposium attendees networking and collaborating

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.

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