ICMI Training Catalog - (Page 3) 3 SCHEDULE AT A GLANCE ESSENTIAL SKILLS AND KNOWLEDGE FOR EFFECTIVE CALL CENTER MANAGEMENT JUL 15-16 DENVER, CO SEP 9-10 TORONTO, ONT. NOV 11-12 PONTE VEDRA, FL JUL 22-23 BALTIMORE, MD SEP 9-10 PHILADELPHIA, PA NOV 18-19 LOS ANGELES, CA AUG 5-6 VANCOUVER, B.C. SEP 23-24 DALLAS, TX DEC 9-10 LAS VEGAS, NV AUG 12-13 BOSTON, MA OCT 14-15 CHICAGO, IL DEC 16-17 WASHINGTON, D.C. OCT 14-15 PHOENIX, AZ AUG 19-20 WASHINGTON, D.C. OCT 28-29 SEATTLE, WA MEASURING CALL CENTER EFFECTIVENESS AUG 21 WASHINGTON, D.C. NOV 13 PONTE VEDRA, FL MONITORING AND COACHING FOR IMPROVED PERFORMANCE AUG 19-20 WASHINGTON, D.C. SEP 23-24 DALLAS, TX NOV 11-12 PONTE VEDRA, FL CALL CENTER COACHING AUG 21 WASHINGTON, D.C. NOV 13 PONTE VEDRA, FL DEC 9-10 LAS VEGAS, NV NOV 11-12 PONTE VEDRA, FL MANAGING SALES IN CONTACT CENTERS JUL 15-16 PHOENIX, AZ SEP 23-24 BOSTON, MA SMART STRATEGY = STRONG LEADERSHIP AUG 19-20 WASHINGTON, D.C. OCT 14-15 PHOENIX, AZ WORKFORCE MANAGEMENT JUL 15-16 CHICAGO, IL SEP 23-24 TORONTO, ONT. THE WORKFORCE MANAGEMENT BOOT CAMP OCT 14-17 SAN DIEGO, CA NOV 11-12 PONTE VEDRA, FL IMPLEMENTING LEAN SIX SIGMA IN CALL CENTERS, LEVEL I – YELLOW BELT OCT 14-17 BOSTON, MA CONTACT CENTER TECHNOLOGY JUL 22-23 SEATTLE, WA OCT 14-15 BALTIMORE, MD IMPROVING THE EFFECTIVENESS OF SPEECH AND IVR AUG 19-20 WASHINGTON, D.C. OCT 14-15 CHICAGO, IL DEC 9-10 LAS VEGAS, NV E S S E N T I A L S Key principles and practices, important for everyone in the call center P E O P L E Monitoring & coaching; hiring & training; motivating & retaining S T R AT E G Y Leadership; vision & mission; strategy & communication O P E R AT I O N S Service level; workforce management; process improvement T E C H N O L O G Y Capabilities; implementation; vendor selection 800.672.6177 www.icmi.com http://www.icmi.com http://www.icmi.com
Table of Contents Feed for the Digital Edition of ICMI Training Catalog ICMI Training Catalog Schedule at a Glance Essentials Operations Strategy People Technology On-Site Seminars Web Seminars ICMI Training Catalog ICMI Training Catalog - ICMI Training Catalog (Page 1) ICMI Training Catalog - ICMI Training Catalog (Page 2) ICMI Training Catalog - Schedule at a Glance (Page 3) ICMI Training Catalog - Essentials (Page 4) ICMI Training Catalog - Essentials (Page 5) ICMI Training Catalog - Operations (Page 6) ICMI Training Catalog - Operations (Page 7) ICMI Training Catalog - Operations (Page 8) ICMI Training Catalog - Strategy (Page 9) ICMI Training Catalog - People (Page 10) ICMI Training Catalog - People (Page 11) ICMI Training Catalog - People (Page 12) ICMI Training Catalog - Technology (Page 13) ICMI Training Catalog - On-Site Seminars (Page 14) ICMI Training Catalog - Web Seminars (Page 15) ICMI Training Catalog - Web Seminars (Page 16)
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