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.


ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

Check back frequently, information added daily!

Click on session titles for full session descriptions. All times noted are in EST.

Pre-5: Contact Center Fundamentals and People Management for Supervisors

Wendy Fowler  (ICMI Business Associate and Contact Center Consultant, Quality Service Solutions, LLC)

Location: Timor 2

Date: Tuesday, October 17

Time: 8:00 am - 3:45 pm

Pass Type: Training + Standard Conference Pass, Training Only Pass - Get your pass now!

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Training

Vault Recording: Video

Whether you are a first-time supervisor or a seasoned pro, this two-part training will prepare you to implement the key principles of management that will have a direct impact on agent engagement and retention. On Day 1, learn about the fundamentals of a contact center: what it is, what it does, and what you need to know to manage one successfully. Take a deep dive into the planning and management process, real-time management and recovery, and improving quality and productivity. Day 2 is all about people management and mastering the skills you need to hire and manage an engaged team of people who are working at their full potential. You'll learn how to blend agents into a successful team and how to use critical management and communication tools to make decisions and solve problems in a team setting.

Pre-registration is required to participate in this training. Contact [email protected] to inquire about a Training + Standard conference pass.