For over 20 years QPC has been working to create training and qualifications for those within customer service and contact centres who carry out business critical operational functions. Our aim is simply to give organisations the reassurance that personnel have the skills they need to carry out their roles effectively and reward individuals with the professional status they deserve.

Within the Middle East and Africa QPC work with the ICMI whose courses are amongst the most recognised and respected within the region and across the world. So, they will not only help you to gain the essential skills you need to improve your contact centre's performance, but also support your career development too.

About ICMI
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources of Customer Management Professionals - from frontline agents to executives - who wish to improve Customer Experiences and increase efficiencies at every level of the Contact Centre. ICMI's experienced and dedicated Team of Industry Insiders, Analysts, and Consultants are committed to providing uncompromised objectivity and results-oriented vision through the organisation's respected lineup of professional services.

Founded in 1985, ICMI continues to serve as one of the most established and respected Organisations in the Contact Centre Industry. ICMI are part of United Business Media, LLC.

ICMI Headquarters
102 S. Tejon Street, Suite 1200
Colorado Springs, CO 80903
Local: +1-719-268-0328
Fax: +1-719-268-0184
Email: icmi@icmi.com

To make it easier to understand whether courses are suitable for you, and how they will support your career development over time, they have been put into tracks: Management, Supervisor and Agent.

Management Track

Advancing Contact Centre Quality Through Monitoring and Coaching Design a comprehensive, cost-effective monitoring and coaching program that boosts quality, drives performance improvement initiatives, and increases agent performance and commitment.

Contact Centre Coaching: A Practical Approach to Getting Results Start building a coaching culture that improves agent and customer satisfaction with a proven coaching model that you can implement immediately.

Essential Skills and Knowledge Seminar for Effective Call Centre Management. Attend ICMI’s flagship seminar and build a solid foundation for successful call centre management. You’ll learn breakthrough strategies and techniques you can apply for years to come to ensure extraordinary customer service and achieve your personal career goals.

Monitoring and Coaching for Improved Call Centre Performance Design a comprehensive, cost-effective monitoring and coaching program that boosts quality, drives performance improvement initiatives and increases agent performance and commitment

NEW!! - Workforce Management Boot Camp - a hands on workshop Improve forecast accuracy, increase employee satisfaction, and consistently meet service levels; all while taking your forecasting and scheduling processes to the next level.

Smart Strategy = Strong Leadership: An Executive Workshop on Call Centre Strategic Planning Previously titled Effective Leadership and Strategy for Senior Call Centre Managers, this powerful executive workshop offers a forum unparalleled in the industry for developing call centre direction and priorities.

Workforce Management: the basics and beyond The importance of “having the right staff and supporting resources in the right places at the right times” is as crucial as ever to contact centre success. Learn how to create a planning culture that drives consistently improved performance.

Supervisor Track

Essential Skills and Knowledge for Supervisors The fundamental principles of contact centre management that equip call centre supervisors to fully understand the specifics of operations.

Agent Track

Skills and Knowledge Foundation for Agents Designed for novice agents, this course will provide an essential understanding of why a contact centre is so important to your organisation and how, as individuals, they contribute to both the success of your centre and your business as a whole. The course also contains an introduction to monitoring and coaching so agents can find out more about how these crucial tools are used by modern contact centres to improve individual performance.