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Free Call Center & Customer Service Training Tools

Free customer service training tools

 

 

ICMI is dedicated to helping customer care professionals drive positive customer experiences, and this begins with a properly trained and well-equipped team. Below is a collection of complimentary call center and customer service training resources to help you on your path to excellence.

EXPLORE ICMI COURSES


Course Workbook Sneak Peeks

Get access to free lessons and content from official ICMI courses in the course workbook sneak peeks below! The lessons in each workbook come directly from ICMI's courseware, so you'll get an inside look at what our expert call center training instructors deliver in our live classes. It's a great way to ensure your team is up to speed on the critical elements for each role in your organization.

Contact Center Management Boot Camp Sneak Peek Workbook

This flagship ICMI course teaches the principles of effective contact center management and planning.

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Supervisor Leadership Development Program Sneak Peek Workbook

This robust 4-day course teaches call center supervisors critical leadership skills needed to manage teams effectively.

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Managing Difficult Customers Sneak Peek workbook

This course teaches agents and customer service reps communications skills for handling difficult interactions.

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Workforce Management Boot Camp Sneak Peek

This comprehensive training program teaches the start-to-finish skills of workforce management for call centers.

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Workforce Management Principles Sneak Peek workbook

This course helps students to build a foundation of forecasting and scheduling skills for call centers.

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Contact Center Quality Workshop Workbook cover

This course teaches customer service professionals how to maximize the value of their quality monitoring programs.

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Contact Center Strategy and Leadership course sneak peek

In this course, contact center leaders learn how to build an effective customer access and leadership strategy.

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Training Content

Explore this collection of complimentary ICMI call center and customer service training resources that can help you bolster your program immediately. ICMI's training content focuses on delivering actionable tips and guidance from industry best practices, and reflects our nearly 40 years of successful contact center educational experience. Download any of the following content to reference whenever you need it.

ICMI Training 9 tips ebook cover

Learn nine useful tips from the pros on how to boost the effectiveness of your training program.

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ICMI Super Agent Comic

See what makes a super agent so super in this creative illustration of the ideal modern agent.

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Measuring Training Effectiveness Article Cover ICMI

How effective is your training program? Learn how to measure it's success in this ICMI article.

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Building a career-focused contact center team

Uncover four proven tips for building a career-focused and productive contact center team.

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Maximize the value of your call center virtual training

Learn useful ways to maximize the value of virtual courseware in your training program.

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Contact Center Agent Experience Toolkit - ICMI

Ensure your agent experience is optimized for high engagement and low attrition rates.

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ICMI Training Catalog

Call Center Training Catalog - ICMI


The ICMI Training catalog showcases a condensed listing of all ICMI offerings, ranging from our 20+ contact center and customer service courses, to all consulting and technology services. Download yours now to learn how ICMI can help you meet your objectives.


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