ICMI Seminars are facilitated by practicing professionals who have an unparalleled base of knowledge and experience. All instructors utilised for the Australia, New Zealand regions are ICMI Certified Associates and among the contact centre industry’s best and brightest. Through their ongoing exposure to everyday contact centre challenges, they foster an interactive, real-world classroom atmosphere that ensures a rewarding and enjoyable learning experience.

Stephan Wagner
Stephan has operational management experience over 15 years within many of Australia's leading companies including Commonwealth Bank, Lufthansa, GE Money, UCMS and Service Stream. This operational experience has given Stephan an exceptional ability to adapt training into real life situations.

Workforce Management has been one of Stephan's passions for over 10 years and he has worked with many software solutions in this time ensuring application of best practice WFM processes whilst leveraging the investment in the software.

Key strengths include the ability to easily translate information for his audience and a consultative approach ensures all members of the team are on board.

Graeme Gabriel - QPC Europe Head of Professional Services.
A well known presenter and respected contact centre industry voice, Graeme has worked in the area for over 20 years. He also has over 10 years experience of working with workforce management systems and processes, gained both as head of planning at a well known travel company and as a consultant specialising in IEX TotalView.

Graeme has led QPC's Professional Services team since 2006 providing training on resource planning principles and systems, as well as business consulting on issues from the introduction of flexible working practices to back office workforce management.

The benefits of attending public seminars
Learn what the best contact centres are doing today and how they are preparing for tomorrow. Network with other management professionals from a wide variety of contact centre businesses. If you are a contact centre professional who wants to increase your value and help your organisation gain a competitive advantage, you can’t afford to miss these seminars.

Click here to view dates for next public seminar series

The benefits of onsite training
Inhouse classes provide a convenient, cost-effective group approach for instructor-led training – eliminating individual travel costs and providing training when and where students need it most. All ICMI Seminars are available with an onsite option.

Click here to request ICMI onsite training.