Powerful classroom training for you and your staff.

Whether you are a Contact Center Analyst, Manager, or Director, ICMI provides the training to help contact center professionals provide excellent service, increase productivity and profitability, and decrease call times. ICMI training is built upon globally-recognized industry standards developed by an international committee of industry experts and practitioners.

Dates	Classroom Training	ICMI Member Price	Non Member Price
	Connecting with Customers Through Email	$795	$895
	Contact Center Coaching: A Practical Approach to Getting Results	$845	$945
	Contact Center Technology: What Works, What’s New, What Drives Results	$1395	$1495
	Essential Principles of People Management	$1395	$1495
	Essential Skills and Knowledge for Effective Contact Center Management	$1395	$1495
	Essential Skills and Knowledge for Supervisors	$795	$895
	Improving the Effectiveness of Speech and IVR	$1395	$1495
	It's All About the Customer	$795	$895
	Managing Customer Contacts with Quality	$795	$895
	Managing Difficult Customer Contacts	$795	$895
	Managing Sales in Contact Centers: Boost Revenues in a Sales or Service/Sales Environment	$1395	$1495
	Measuring Contact Center Effectiveness	$845	$945
	Monitoring and Coaching for Effective Team Leadership	$1395	$1495
	Monitoring and Coaching for Improved Contact Center Performance	$1395	$1495
	Multi-Factor Authentication for the Contact Center	$845	$945
	Smart Strategy = Strong Leadership: An Executive Workshop on Contact Center Strategic Planning	$1795	$1895
	The Dynamic Contact Center	$695	$795
	The Workforce Management Boot Camp	$2795	$2895
	Workforce Management: The Basics and Beyond	$1395	$1495

ICMI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

• Launch a major organizational change initiative to improve service quality and efficiency.
• Control class size and pick training dates that accommodate your business schedule.
• A pre-event conference call with the instructor allows him/her to understand your organization’s key issues or concentrate on your specific pain points.
• With groups of eight or more, on-site classes are more cost effective than public training.