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Combines the fundamentals of the call center’s unique operating environment with general leadership and coaching skills.
Design a comprehensive, cost-effective monitoring and coaching program.
Maximize the value of your quality program by learning how to develop and optimize your quality monitoring forms.
Improve agent and customer satisfaction through this proven coaching model.
This course is designed to help front-line managers and supervisors understand metrics, what they mean and how they are best used.
These are extraordinary times, and we, the ICMI team, want to offer a helping hand.
Many contact center professionals are on the front lines of this crisis – handling customer contacts with life changing urgency, managing work-from-home staff, figuring out system stability and accessibility issues and keeping teams sane. Meanwhile, you’re overwhelmed and trying to manage the uncertainty of what each day brings both at work and at home. We know it’s not easy.
As the leader in support, service, and guidance to contact centers, we’re here to help.