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If you're a contact center professional looking to advance your knowledge, skills, and career, then you've come to the right place. Browse through ICMI's highly-interactive and highly-rated contact center courses below, where you can sort by level, course delivery method, and topic.
This course provides insight and guidance for avoiding escalations, call control, word choice, and difficult customer interactions.
Agents will learn and practice contact-handling skills, including active listening, call control, word choice, and more.
Teaches agents valuable strategies for dealing with a variety of difficult customer interactions and managing stress.
Increases agent engagement by developing a basic knowledge of contact center operations and how agents contribute to the organization.