Full Course Listing
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Management Programs & Certification
Leadership Series & CIAC Certification
- Operations Management
- People Management
- Customer Relationship Management
- Leadership & Business Management
ICMI Flagship Programs for Contact Centre Education
- Essential Skills & Knowledge for Effective Call Centre Management
- Measuring Call Centre Effectiveness
- Workforce Management - the Basics and Beyond
- Monitoring & Coaching for Improved Call Centre Performance
The Improving Business Results Series
- Essential Coaching for Success
- Sell the Upsell - Implementing a Successful Upsell/Cross-sell Program
- Telemarketing Operations Management
Supervisory Programs & Certification
The OmniTouch Service Series & the Certification of Excellence
- Service Skills for Outstanding Customer Service
- Managing Difficult Situations
- Customer Service & You
- Connecting with Customers Through Email
- Save the Day - Improving Customer Retention
The OmniTouch Sales Series & the Certification of Excellence
- Sell the Upsell
- Consultative Telemarketing
- Service Before Sales
- Getting Results with Inbound Sales
- Effective Debt Collection
The OmniTouch Industry Knowledge Series & the Certification of Excellence
- The Dynamic Call Centre
- Understanding the Customer Experience
- How to Write an FAQ for Frontline Customer Service
Frontline Programs & Certification
The OmniTouch Service Series & the Certification of Excellence
- Service Skills for Outstanding Customer Service
- Managing Difficult Situations
- Customer Service & You
- Connecting with Customers Through Email
- Save the Day - Improving Customer Retention
The OmniTouch Sales Series & the Certification of Excellence
- Sell the Upsell
- Consultative Telemarketing
- Service Before Sales
- Getting Results with Inbound Sales
- Effective Debt Collection
The OmniTouch Industry Knowledge Series & the Certification of Excellence
- The Dynamic Call Centre
- Understanding the Customer Experience
- How to Write an FAQ for Frontline Customer Service
Designing & Analyzing Customer Satisfaction
- The Survey Questionnaire – getting it right
- Survey Administration – doing it right
Designing & Managing Mystery Shopper Programs
- Getting the Best out of Your Mystery Shopper Program