ICMI’s Contact Center Training and Consulting Helps Organizations and Professionals Improve Contact Center Performance

The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils Contact Center Training and Consulting opportunities to help organizations and professionals improve contact center performance.

Contact Center Training

ICMI offers highly interactive, consultative-based call center training to advance the capabilities of a contact center team, some of which includes professional, high stakes certification.

New and updated training classes include:

• Contact Center Management provides practical information for contact center managers and directors to access the resources they need to meet an organization’s critical goals
• Contact Center Senior Leadership helps senior executives, leaders and aspiring leaders learn how they should prepare their contact center for the future
• Supporting Operational Excellence, the first in the ICMI Elevate series, is tailored to help supervisors master the essential aspects of contact center management
• Building an Engaged Workforce, also a part of the ICMI Elevate series, equips supervisors with the knowledge to align operational goals with team engagement strategies, ensuring high productivity, lower turnover rates and enhanced team morale

Additional training classes available for 2025 include:

• Artificial Intelligence (AI) in the Contact Center
• Advanced Workforce Management
• Workforce Management Bootcamp
• Workforce Management Principles
• Metrics and Data for Supervisors
• Contact Center Coaching for Supervisors
• Contact Center Quality Workshop
• Experience Essentials
• Foundations in Contact Center Metrics
• Trainer Development Workshop
• Certified Trainer Program
• Contact Center Representative
• An Agents Role in Contact Centers
• Managing Difficult Customers
• Multichannel Communications for Agents

Learn more here.

Here’s what customers have to say about the ICMI contact center training:

• “The training was great at encompassing all major impacts to the call center and simplifying concepts for everyone to understand.”
• “The trainer was extremely knowledgeable and provided great examples of each module and scenario. There was a lot of interaction throughout the course that kept everyone engaged.”
• “It was very engaging and fun with all of the group sessions. There were lots of good pointers and information to take away.”
• “Content was relevant and immediately applicable for staff. The training was interactive and engaging, and the instructor acknowledged that staff had their own experience and expertise to share. The instructor was also very knowledgeable and genuine.”

Contact Center Consulting

For 40 years, ICMI has been the leading contact center consulting organization, having empowered hundreds of organizations globally to elevate their service, improve customer and employee retention and advance the strategic value of the contact center. ICMI drives performance improvement through transformative best practice assessments that cover everything from strategy to operations to technology and the customer access strategy. ICMI experts are seasoned professionals versed in the latest contact center best practices and can align strategies with corporate goals, optimize processes and build a high-performance operation that drives measurable results.

ICMI consulting opportunities include:

• AI Optimization Assessment: As contact centers grapple with the complexities of AI adoption, a strategic framework becomes essential for assessing AI optimization and ensuring successful implementation. Before introducing more tech into an organization’s stack, understanding how to optimize the approach is key. ICMI assesses an organization’s AI approach to evolve a strategy and create execution plans.
• Contact Center Site Certification: ICMI Site Certification is a globally-recognized stamp of approval for achieving contact center excellence across all areas of operation. To become ICMI certified, organizations must undergo an ICMI Certification Assessment, an audit based on a set of industry standards for contact center best practices.
• Contact Center Optimization Assessment: ICMI's Contact Center Optimization Assessment provides customers with a holistic review and analysis of contact center processes and systems, along with recommendations for improvement. The assessment process bridges the gap between current and desired operational performance.
• Contact Center Technology Consulting: ICMI helps organizations realize their CX vision. Companies can maximize their technology investments with a vendor-agnostic approach, ensuring seamless selection, integration and optimization that will enhance CX and operational efficiency.

ICMI offers a broad portfolio of performance-based consulting engagements. View all consulting solutions here.

“ICMI is the leading industry resource for improving the performance of contact center professionals and their organizations. Through our training programs, we are driving tangible impacts, skill and knowledge advancement, and optimized professional development investments. Plus, our consulting solutions focus on optimizing performance, enhancing customer experience and leveraging the latest technology to improve results and deliver value to a business,” said Tara Gibb, Senior Director, ICMI.

For more information, contact us. Follow ICMI on LinkedIn and Facebook.

ABOUT ICMI

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is brought to you by Informa Connect.

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