As a leader in the ever-growing contact centre industry, QPC has always recognised the importance of effective training and education. QPC provides a range of educational programs that are recognised as second to none and we are committed to raising the level of skill and expertise throughout the industry.

While technology makes the management of a contact centre more efficient, it is the people who work in the contact centre that make the contact centre effective. All personnel within a contact centre should be properly trained to ensure both customer and employee satisfaction. This satisfaction, in turn, leads to customer and employee retention.

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. 15 - 16 March 2010, Sydney

Monitoring and Coaching for Improved Call Centre Performance Your call centre agent is the critical link between your customers and your products and services. Discover ICMI’s step-by-step approach to bringing out the best in every agent and delivering a "wow" experience to every customer, every time. 17 - 18 March 2010, Melbourne

NEW!! - Workforce Management Boot Camp - a hands on workshop (Available in September 2010) 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 (Available in September 2010) 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 (Available in September 2010) 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.