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Advanced Workforce Management
Expand your knowledge of workforce management beyond the basics.
An Agents Role in Contact Centers

Increases agent engagement by developing a basic knowledge of contact center operations and how agents contribute to the organization.

Artificial Intelligence in the Contact Center
Transform your organization’s customer experience at all levels by improving your team’s knowledge surrounding artificial intelligence (AI) and automation!
Certified Trainer Program

Certify your own trainers to teach licensed ICMI courseware directly to your staff.

Contact Center Coaching For Supervisors

Improve agent and customer satisfaction through this proven coaching model.

Contact Center Management Bootcamp

Learn the fundamental principles of contact center management that build exceptional operations and careers (previously "Essential Skills and Knowledge").