ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Schedule 2024

Pre-11: The Principles of Effective Contact Center Management

Brad Cleveland  (Senior Advisor & Co-Founder, ICMI)

Date: Tuesday, October 22

Time: 12:30 pm - 3:45 pm

Pass Type: Standard + Workshop + Site Tour - Get your pass now!

Session Type: Workshop

Vault Recording: TBD

In this workshop, Brad Cleveland, author of the industry’s top-selling book, Contact Center Management on Fast Forward, walks you through foundational principles that will serve you well for the rest of your career. He’ll cover the driving forces in contact centers, introduce a proven planning and management process, identify key immutable laws, outline the components of quality, highlight the seven essential measures/objectives you most need to focus on, and cover ways to boost the strategic value of your team and contact center. Whether you’re a new manager looking for a roadmap or a veteran in search of a dependable refresher, this session provides the essential knowledge and confidence you need to succeed in today’s fast-changing environment. You’ll also receive a full complement of helpful supporting resources to take back to your teams.