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.

QPC partners with International Customer Management Institute (ICMI) as the Global Partner for Australia for over 15 years.

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

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

Essential Skills & Knowledge for Effective Contact 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. 16 - 17 February 2012, Sydney 23 - 24 February 2012, Melbourne 20 - 21 March 2012, Brisbane

Essential Skills & Knowledge for Team Leaders Designed for supervisors responsible for customer service, sales, claims, reservations, information centres, helpdesks, emergency services, and consumer affairs, this course will equip supervisors with the information they need.

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: Boot Camp Improve forecast accuracy, increase employee satisfaction, and consistently meet service levels; all while taking your forecasting and scheduling processes to the next level.

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. 20 - 21 February 2012, Melbourne 6 - 7 March 2012, Sydney