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Uncover Missing Revenue Opportunities! There is a system for sustaining peak sales in call centers! In this workshop, you will learn how to create an environment that is conducive to selling and is self-sustaining, even with changes in product and personnel.

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Tired of wading through the vendor hype? Unsure of what technology can do for you? This one-day seminar is a rare opportunity to get an overview of contact center technologies – from a vendor-neutral perspective.

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Learn how to deliver feedback in the most difficult of coaching situations! Uniquely focused on performance challenges in call centers, including customer care, adherence to schedule, stress and motivation.

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Increase the accuracy of your forecasts and schedules and save tens of thousands of dollars, month after month. Take your forecasting and scheduling processes to the next level when you learn how to improve forecast accuracy, increase employee satisfaction, and consistently meet service levels.

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Attend ICMI's flagship seminar and build a solid foundation for successful call center management. You'll learn breakthrough strategies and techniques you can apply for years to come to ensure extraordinary customer service and achieve your personal...

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Your call center agent is the critical link between your customers and your products and services. Discover ICMI's step-by-step approach to bringing out the best in every agent and delivering a "wow" experience to every customer, every time.

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We've updated the previous course Unleashing the Potential of Today's Call Center Technologies to provide you with the best guidance on how to get the most from your technology.

Overview:
There is a system for sustaining peak sales in call centers! In this workshop, you will learn how to create an environment that is conducive to selling and is self-sustaining, even with changes in product and personnel.

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Previously titled Effective Leadership and Strategy for Senior Call Center Managers, this powerful executive workshop offers a forum unparalleled in the industry for developing call center direction and priorities.

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The importance of "having the right staff and supporting resources in the right places at the right times" is as crucial as ever to contact center success. Learn how to create a planning culture that drives consistently improved performance.

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A disciplined approach that uses data and statistical analysis to measure and improve your organization's call center performance,by identifying and eliminating defects in service-related processes...

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Investigate the next series of Six Sigma tools (e.g., FMEA, Control Charts, ROI) as well as gain more in-depth training on applying tools learned in Six Sigma I (e.g., Setting Targets, Forecasting, Staffing & Scheduling, Measuring and Managing Variation).

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Sort through the maze of contact center data to determine the metrics that drive success in your center. Identify what should be measured, why it should be measured and how to collect the data that counts.

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The workshop provides an immersion in touch-tone and speech recognition IVR design principles with an emphasis on practical dialogue design. Recommendations are based on extensive research into how to make IVR a desired and useful customer touchpoint.

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Learn the knowledge required to plan, design, implement and maintain a speech application. This course will give you the needed skills and knowledge to deploy successful speech applications.