An ICMI Special Event Presented by Brad Cleveland, President of ICMI and Renowned Industry Leader

Discover the Secrets to Call Center Management Success

Are you a new call center manager looking to gather insight and information to apply to your position? Are you a veteran in search of a dependable refresher? If so, ICMI's Special 2-Part Web Series Principles of Effective Contact Center Management is for you. This seminar will provide you with the knowledge and confidence you need to excel in today's demanding customer contact environment.

Brad Cleveland - one of the foremost customer contact leaders - will inspire you, entertain you, and enrich your knowledge. You'll walk away from the seminar with a deeper understanding of the principles that drive contact center challenges and opportunities. Don't miss this chance to learn from the best in the industry!

This seminar, derived from ICMI's flagship seminar Essential Skills and Knowledge, will build your knowledge of what it takes to manage a well-run contact center. You will learn:

• Key trends in customer contact services
• The fundamental principles of value and performance
• How to achieve service level and response time objectives with quality
• The principles behind accurate forecasting, staffing and scheduling
• The tradeoffs between staff, wait times and agent occupancy
• How your call center can raise levels of value for your organization

This is the perfect opportunity to develop your high-performing supervisors. Equip your supervisors with the fundamental principles of success and the results will be a more efficient, more effective center. We've seen it happen time after time, in center after center.

Who Should Attend

This seminar will reveal the underlying planning principles of successful call center operations. All management levels will benefit from this solid foundation including directors, managers, analysts and supervisors in a wide range of commercial and government sectors including those involved in: customer service, sales, help desks, claims, reservations, information centers, hotlines, emergency services and consumer affairs.

Pricing

Pricing is per computer connection, not per person. Price includes both sessions in the 2-part series. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Bring This Seminar On-Site

For more information about how ICMI can bring this seminar to your location, contact Cindy Smith at cindys@icmi.com or 410-414-9962 ext. 259. We recommend you combine the seminar with a half-day of consulting to maximize your investment.