Overview:
Organizations that leverage knowledge and manage it effectively can improve consistency, decrease the average cost per ticket, and create an overall more seamless customer experience. A thriving knowledge management practice - one that successfully captures, structures, and reuses information - is a vital component of top performing companies, and can provide them with a strong competitive advantage.

Overview:
This two-day executive-level planning workshop will provide the tools and direction necessary to develop, implement and manage a contact center strategy and leadership process.

Overview:
Unlock the power of DISC behavioral analysis and refine your leadership skills in this one-day workshop.

Overview:
Managing a call center budget is not just about hitting your numbers. In addition to cost performance, you must still reach your goals in quality, efficiency and strategic impact.

Overview:
Without coaching, the time and money you spend on training and monitoring will have little impact on your contact center’s performance. Effective coaching that uses a proven model will turn your training and monitoring efforts into actions with measurable impact on performance.

Overview:
Demystify contact center technologies and gain insight into the business impact technologies already have in place or new ones you may use in the future.

Overview:
Supervisors are the critical key to people management in the contact center environment. In this 2-day course, supervisors will learn the key principles in managing people effectively and the key components in interviewing and hiring new agents.

Overview:
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...

Overview:
Contact center supervisors provide the critical link between strategic goals and tactical performance. Too often, however, managers promote their best agents to be supervisors, without equipping them with vital leadership skills that will determine their success in their new job role.

Overview:
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.

Overview:
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.

Overview:
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.

Overview:
Design a comprehensive, cost-effective monitoring and coaching program that boosts quality, drives performance improvement initiatives and increases agent performance and commitment.

Overview:
Supervisors and coaches are the critical link between the agent and the company. Today, more than ever, the principles and tools presented in this course are absolutely essential to every contact center supervisor.

Overview:
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.

Overview:
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.

Overview:
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.