Supporting Operational Excellence and Unlocking Coaching Potential
Monday | 8:30 AM – 5:00 PM
Tuesday | 8:30 AM – 3:45 PM
Transform Contact Center Performance with Proven Strategies to Elevate Operations and Unlock Team Potential
Struggling to balance operational demands while driving team performance? Contact centers today face mounting pressure to meet service levels, optimize resources, and retain top talent—all while navigating hybrid and remote environments. Without the right tools and strategies, supervisors risk burnout, disengaged teams, and missed performance goals.
The ICMI Elevate courses, Supporting Operational Excellence and Unlocking Potential Through Coaching, provide actionable solutions to these challenges. Learn how to streamline operations, master coaching techniques, and inspire meaningful change. Through interactive exercises, real-world scenarios, and customizable toolkits, you’ll gain the confidence and skills to lead with impact.
Don’t let operational chaos or stagnant team performance hold you back. These courses bridge the gap between challenges and success, empowering you to create a thriving, high-performing contact center.
What You Will Learn:
- Master operational priorities to balance service levels, quality metrics, and staffing effectively.
- Apply coaching strategies to unlock team potential and drive agent performance.
- Deliver constructive feedback to enhance skills and foster a culture of continuous improvement.
- Optimize resources to ensure smooth operations in hybrid and remote environments.
- Identify and address performance gaps with actionable insights and tools.
Who Should Attend:
- Contact Center Supervisors: New or experienced leaders seeking to enhance their operational and coaching skills.
- Aspiring Leaders: High-potential team leaders preparing for supervisory or coaching roles.
- Managers: Professionals looking to improve team engagement, retention, and performance outcomes.
Empower your leadership journey with the tools and strategies to build a resilient, high-performing contact center.
AI in the Contact Center
Monday | 8:30 AM – 5:00 PM
Tuesday | 8:30 AM – 3:45 PM
Transform Your Contact Center with AI: Drive Innovation, Efficiency, and Customer Experience Excellence
The contact center landscape is evolving rapidly, and organizations that fail to embrace Artificial Intelligence risk falling behind. Without a clear strategy, businesses struggle to align AI with their service goals, leaving untapped potential for efficiency and customer satisfaction. This course bridges the gap by equipping leaders with the tools, insights, and strategies to integrate AI into their contact centers effectively. Over two dynamic days, participants will learn how to craft a high-level AI vision, design scalable architectures, and deliver measurable results that transform their operations. Whether you're just starting or refining your roadmap, this certification program empowers you to lead the charge in AI-driven innovation.
What You Will Learn:
- Craft a high-level AI vision aligned with your contact center’s goals.
- Identify pain points and prioritize AI use cases for maximum impact.
- Define technology requirements and build scalable AI strategies.
- Monitor AI results and refine strategies through business change and innovation.
- Develop actionable best practices for AI governance and communication.
Who Should Attend:
- Strategic decision-makers and managers championing AI initiatives.
- Workforce Management leads and operational strategists.
- IT professionals driving transformation projects.
- Aspiring leaders in AI seeking to enhance their expertise.
This certification course empowers you to lead AI transformation, driving long-term success for your contact center and career.
Contact Center Management
Monday | 8:30 AM – 5:00 PM
Tuesday | 8:30 AM – 3:45 PM
Transform Contact Center Operations with Strategic Tools to Drive Customer Experience and Leadership Excellence
Contact centers are the backbone of customer experience, yet many struggle with outdated strategies, siloed teams, and resource constraints. These challenges lead to inefficiencies, customer dissatisfaction, and missed growth opportunities. The ICMI Contact Center Management course empowers managers and aspiring leaders to overcome these barriers with actionable insights, proven frameworks, and cutting-edge tools. Through interactive sessions, participants will learn to develop customer access strategies, leverage AI and automation, and implement resource-planning processes that drive measurable results. This course bridges the gap between operational challenges and strategic innovation, equipping you to lead with confidence and deliver exceptional customer satisfaction.
What You Will Learn:
- Build a Customer Access Strategy to align operations, technology, and metrics with business goals.
- Implement ICMI’s 7-step Resource Planning Process to optimize staffing, scheduling, and real-time management.
- Leverage AI, automation, and remote workforce strategies to enhance efficiency and customer experience.
- Apply performance metrics and stakeholder needs to assess and communicate progress effectively.
- Develop a business case to address performance gaps and secure necessary resources.
Who Should Attend:
- Contact center managers seeking to refine operations and strategic planning.
- Aspiring leaders transitioning into management roles or workforce management.
- Directors aiming to enhance cross-functional collaboration and customer experience.
- Professionals new to contact centers or expanding beyond their current discipline.
Empower your career and your contact center with the tools, strategies, and confidence to deliver lasting customer satisfaction and operational excellence.
Contact Center Senior Leadership
Monday | 8:30 AM – 5:00 PM
Tuesday | 8:30 AM – 3:45 PM
Transform Your Contact Center Leadership: Drive Strategy, Innovation, and Operational Excellence
Is your contact center struggling to align with organizational strategy, meet customer expectations, or stay competitive? Senior leaders often face the challenge of bridging high-level strategy with day-to-day operations, while navigating constant distractions and evolving technologies. Without the right tools and frameworks, even the most experienced leaders can feel stuck.
The ICMI Contact Center Senior Leadership course equips you to overcome these challenges by aligning your contact center’s vision with organizational priorities, fostering innovation, and building operational strategies that deliver measurable results. Through interactive sessions, hands-on tools, and peer collaboration, you’ll gain the confidence to lead with clarity, drive continuous improvement, and position your contact center as a strategic asset.
What You Will Learn:
- Analyze your contact center’s competitive advantages using SWOT and strategic alignment frameworks.
- Develop operational strategies that bridge high-level vision with tactical execution.
- Implement measurement approaches to evaluate success and drive continuous improvement.
- Prioritize technology investments that enhance employee, customer, and organizational outcomes.
- Build a business case for investments that deliver strategic value and innovation.
Who Should Attend:
- Senior Executives and Leaders responsible for setting the vision and driving strategy in contact centers.
- Aspiring Leaders transitioning into strategic roles within contact centers or customer experience teams.
- Managers seeking to elevate their leadership skills and align their teams with organizational goals.
Empower your leadership to transform your contact center into a strategic powerhouse that drives innovation and measurable success.
Foundations in Contact Center Metrics
Monday | 8:30 AM – 5:00 PM
Tuesday | 8:30 AM – 3:45 PM
Master Contact Center Metrics to Drive Performance, Boost Efficiency, and Elevate Customer Satisfaction
Struggling to make sense of your contact center’s performance data? Without the right metrics, you risk inefficiencies, customer dissatisfaction, and missed growth opportunities. The ICMI Foundations in Contact Center Metrics course cuts through the noise, equipping you with the tools to measure what truly matters. Learn how to identify, analyze, and act on key metrics that directly impact your team’s success. This course bridges the gap between data confusion and actionable insights, empowering you to make smarter decisions that drive results.
Now is the time to transform your contact center into a high-performing, customer-centric powerhouse. Don’t let outdated or misunderstood metrics hold you back—this course is your roadmap to measurable success.
What You Will Learn:
- Define the most critical contact center metrics and understand their impact on operations and customer experience.
- Analyze performance data to uncover trends, inefficiencies, and opportunities for improvement.
- Apply proven strategies to align metrics with business goals and customer expectations.
- Communicate insights effectively to stakeholders, ensuring buy-in and actionable outcomes.
- Optimize processes using data-driven decisions to enhance efficiency and customer satisfaction.
Who Should Attend:
- Contact center managers and supervisors seeking to improve team performance and operational efficiency.
- Analysts and team leads responsible for interpreting and reporting on contact center data.
- Professionals new to contact center operations who want to build a strong foundation in metrics.
Transform your contact center into a data-driven engine of success—where every metric drives meaningful action.
Advanced Workforce Management
Monday | 8:30 AM – 5:00 PM
Tuesday | 8:30 AM – 3:45 PM
Workforce Management (WFM) is a material driver of customer experience, revenue protection, operating cost, and employee retention.
Decisions about staffing levels, schedules, and capacity planning directly affect service performance, attrition, overtime spend, and brand trust. This program reframes WFM from a scheduling function into a strategic planning discipline that enables leaders to make informed, defensible tradeoffs.
What you Will Learn:
- Forecasts Are Decision Tools, Not Promises. Forecasts are inherently uncertain. The goal is not precision, but decision confidence.
- Understaffing Has Hidden, Compounding Costs. Chronic understaffing creates invisible financial and operational risk. Consistently tight staffing may appear cost‑efficient, but often leads to how missed staffing in peak periods cascades into future service failures, even when daily averages appear acceptable.
- Employee Behavior Responds to Policy, Not Intent. Employee behavior reflects policy incentives, not leadership intent. Workforce policies should be evaluated based on behavioral outcomes, not policy design alone.
- Service Level Is a Risk Management Decision. Meeting service targets is not binary—it involves economic and reputational tradeoffs. Learn to ask whether performance is sustainable, not just whether targets were met.
- Disruptions Are Inevitable—Preparedness Is a Choice. Technology outages, weather events, market shifts, and demand spikes are predictable in aggregate, even if timing is not. The absence of a plan is itself a risky decision.
- Strong WFM Requires Executive Partnership. Effective leaders engage WFM early in planning, challenge assumptions constructively, and use data to guide—not justify—decisions.
Who Should Attend:
- Workforce Management Analysts: Those who analyze and forecast the needs of employees, develop staffing plans, and ensure that the appropriate employees are positioned at the appropriate time.
- Workforce Managers and Directors: Leaders who ensure that the right individuals are placed in the right positions to achieve service delivery goals. Responsible for managing attendance, compliance, and technology to align staffing levels with business goals.
- Aspiring Leaders: High-potential analysts and new managers seeking tools to lead effectively and drive success, aiming to elevate their workforce management role within the organization.
Advanced Workforce Management equips leaders to balance service, cost, and people outcomes with clarity and confidence—turning staffing from a recurring pain point into a strategic advantage.
