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Contact Center Training

ICMI: Your Partner For Contact Center Training & Education

With over 30 years of contact center training experience, ICMI offers highly interactive, consultative based, and highly rated contact center education for all levels and roles. Our content covers critical areas such as process improvement, increasing employee engagement, improving service levels, optimizing operations, and raising the overall value of the center (and consequently, the overall value of your organization).

We've had the privilege of partnering with over 100,000 contact center professionals worldwide – assisting in the development of valuable contact center knowledge and skills through the Training Symposiums (Classroom), Online (on-demand), Virtual Instructor-led, and Client Site training options that we offer. ICMI training and education incorporates the most current industry and educational best practices and research, and we consistently update our content to keep pace with the trends and challenges of the industry.

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Monitoring and Coaching

Design a comprehensive, cost-effective monitoring and coaching program.

More than Metrics

Learn how to harness contact center metrics and data in order to drive performance.

Quality Form Development Workshop

Maximize the value of your quality program by learning how to develop and optimize your quality monitoring forms.