Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

Our educational seminars provide you with real-world solutions to help you improve operational performance and achieve better business results. We are totally dedicated to fostering your development as a call center professional.

Programs are delivered by the industry's top facilitators.
Topics are presented within the context of a working call center.
Courses build a common understanding throughout your organization.
ICMI's first-hand knowledge of the call center environment eliminates misconceptions and fads from the seminar content.
You are guaranteed an objective, educational experience, since ICMI is independent and is not associated with, owned or subsidized by any industry supplier.
Learning occurs in a stimulating atmosphere that is both productive and fun.

Ask about bringing these seminars on-site to your location to train your intact teams.

If you have any questions please check out our Frequently Asked Questions before contacting us.

Call Center Coaching: A Practical Approach to Getting Results

Overview:
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.

Details/Register | Price:$995.00

Contact Center Technology: What Works, What's New, What Drives Results

Overview:
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.

Details/Register | Price:$1,695.00

Essential Skills and Knowledge for Effective Call Center Management

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...

Details/Register | Price:$1,695.00

Improving the Effectiveness of Speech and IVR

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.

Details/Register | Price:$1,695.00

Managing Sales in Contact Centers: Boost Revenues in a
Sales or Service/Sales Environment

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.

Details/Register | Price:$1,695.00

Measuring Call Center Effectiveness

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.

Details/Register | Price:$995.00

Monitoring and Coaching for Improved Call Center Performance

Overview:
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.

Details/Register | Price:$1,695.00

Multi-Factor Authentication for the Contact Center

Overview:
This workshop provides a detailed and hands-on exposure to all of the privacy/security options available to the modern-day contact center, including both biometric and non-biometric multi-factor solutions.

Details/Register | Price:$995.00

Smart Strategy = Strong Leadership: An Executive Workshop on
Call Center Strategic Planning

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.

Details/Register | Price:$2,095.00

The Workforce Management Boot Camp

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.

Details/Register | Price:$2,895.00

Workforce Management: The Basics and Beyond

Details/Register | Price:$1,695.00