The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today announces the 2024 contact center course lineup. The curriculum has been created to educate contact center professionals looking to advance their knowledge, skills and career.
ICMI offers 20 highly interactive courses including:
Advanced Workforce Management
An Agent’s Role in Contact Centers
Artificial Intelligence in the Contact Center
Certified Trainer Program
Contact Center Coaching for Supervisors
Contact Center Management Bootcamp
Contact Center Quality Workshop
Contact Center Strategy and Leadership
Contact Center Supervisor Fundamentals
Customer Service Representative
Experience Foundation
Foundations in Contact Center Metrics
Managing Difficult Customers
Metrics and Data for Supervisors
Multichannel Communications for Agents
People Management for Supervisors
Supervisor Leadership Development Program
Trainer Development Workshop
Workforce Management Bootcamp
Workforce Management Principles
Courses are available via on-demand and live virtual instruction. Customized content and private group training is also available.
According to ICMI research “The State of the Contact Center in 2023,” after onboarding, most contact centers provide some ongoing training, but training time is limited and nearly two-thirds of contact centers provide staff with no more than 10 days of ongoing training each year.
“Contact center professionals – agents through to executives – receive limited training annually,” noted Tara Gibb, Senior Director, ICMI. “Our programs help contact center professionals improve their knowledge and skills as the industry evolves to address AI and automation, customer and employee experience, and ongoing business demands. Our courses can help prepare individuals and teams with the critical contact center information they need to perform their daily tasks today and support their career roadmap going forward.”
Learn more about the ICMI contact center courses here.
For inquiries regarding the private group trainings, contact Todd Piccuillo at Todd.Piccuillo@informa.com.
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