Customer Experience, Service & Success

ICMI announces 2024 Contact Center Course Lineup


The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today announces the 2024 contact center course lineup. The curriculum has been created to educate contact center professionals looking to advance their knowledge, skills and career.

ICMI offers 20 highly interactive courses including:

  • Advanced Workforce Management
  • An Agent’s Role in Contact Centers
  • Artificial Intelligence in the Contact Center
  • Certified Trainer Program
  • Contact Center Coaching for Supervisors
  • Contact Center Management Bootcamp
  • Contact Center Quality Workshop
  • Contact Center Strategy and Leadership
  • Contact Center Supervisor Fundamentals
  • Customer Service Representative
  • Experience Foundation
  • Foundations in Contact Center Metrics
  • Managing Difficult Customers
  • Metrics and Data for Supervisors
  • Multichannel Communications for Agents
  • People Management for Supervisors
  • Supervisor Leadership Development Program
  • Trainer Development Workshop
  • Workforce Management Bootcamp
  • Workforce Management Principles

Courses are available via on-demand and live virtual instruction. Customized content and private group training is also available.

According to ICMI research “The State of the Contact Center in 2023,” after onboarding, most contact centers provide some ongoing training, but training time is limited and nearly two-thirds of contact centers provide staff with no more than 10 days of ongoing training each year.

“Contact center professionals – agents through to executives – receive limited training annually,” noted Tara Gibb, Senior Director, ICMI. “Our programs help contact center professionals improve their knowledge and skills as the industry evolves to address AI and automation, customer and employee experience, and ongoing business demands. Our courses can help prepare individuals and teams with the critical contact center information they need to perform their daily tasks today and support their career roadmap going forward.”

Learn more about the ICMI contact center courses here.

For inquiries regarding the private group trainings, contact Todd Piccuillo at

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