ICMI Training Catalog - (Page 4) ESSENTIALS for directors, managers, analysts, and supervisors… Essential Skills and Knowledge for Effective Call Center Management Industry’s highest-rated seminar—attended by more managers than any other call center seminar. Attend ICMI’s flagship seminar and build a solid foundation for successful call center excellence. Learn breakthrough strategies and techniques you can apply for years to come to ensure extraordinary customer service. Plus, receive free software full of useful tools. During this two-day seminar, discover powerful ways to: Create a planning culture Meet service levels consistently Forecast workload with accuracy Develop accurate schedules Manage the queue in real-time Communicate unique call center dynamics Set the right performance objectives Improve quality and efficiency “This course is a ‘must’ for anyone who cares about their customers, staff, and the quality of their call centers.” — Jacqueline Davis, Customer Service Manager, Essex Dental Benefits Dates and Locations: July 15-16 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Denver, CO July 22-23 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Baltimore, MD August 5-6 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Vancouver, BC, Canada August 12-13 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Boston, MA August 19-20 . . . . . . . . . . . . . . . . Washington, D.C. (Seminar Symposium) September 9-10 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Toronto, ON, Canada September 9-10 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Philadelphia, PA September 23-24 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Dallas, TX October 14-15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Chicago, IL October 14-15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Phoenix, AZ October 28-29 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Seattle, WA November 11-12. . . . . . . . . . . . . . . Ponte Vedra, FL (Seminar Symposium) November 18-19. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Los Angeles, CA December 9-10 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Las Vegas, NV December 16-17 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Washington, D.C. $1,395 ICMI member | $1,695 non-member* Register at www.icmi.com/essential or call 800.672.6177 RAINING 2008 4 *Non-member price includes a complimentary one-year membership to ICMI. Your membership begins when you attend the seminar. 2-DAY http://www.icmi.com/essential
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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