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Seminars & Training

QPC understands how important it is for organisations to ensure their contact centre staff are effectively trained, which is why we have partnered with the International Customer Management Institute (ICMI) for over 15 years to provide internationally recognised contact centre training solutions. Seminars are delivered by ICMI Certified Associates in either a class environment with industry peers, or on your own premises – just let us know what works for you!

Essential Skills & Knowledge for effective contact centre management

Unlock the secrets of the best contact centres and find out how to apply them to your organisation!

The industry’s highest rated seminar, attended by more managers than any other contact centre seminar.

Attend the ICMI flagship course and build a solid foundation for successful contact 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.

ICMI’s program repeatedly earns high praise from directors, managers, analysts and team leaders in a wide range of commercial and government organisations.

pdf Fact Sheet – Essential Skills & Knowledge

Proposed public sessions, taking reservations now:

Brisbane Tue & Wed 22 & 23 July
Sydney Thu & Fri 24 & 25 July
Adelaide Tue & Wed 29 & 30 July
Melbourne Thu & Fri 31 July & 1 August
Canberra Tue & Wed 5 & 6 August


Dates are subject to minimum bookings

Managing Customer Contacts with Quality

Positive customer contacts begin at the moment of connection with an agent. Through ICMI’s Managing Customer Contacts with Quality course, agents will learn and practice the skills they need to be calm, courteous and effective ambassadors for the organisation.

Agents will explore the challenges of non face-to-face interactions and learn strategies for phone etiquette and courtesy that will start each call with a good first impression and finish each call with a satisfied customer.

pdf Fact Sheet – Managing Customer Contacts With Quality

In addition to Managing Customers with Quality, it is highly recommended you consider adding Connecting with Customers through Email to your agent training programme. This half day course provides frameworks, techniques and guidelines that turn frontline phone agents into stellar e-agents who can provide outstanding customer contacts through the written word.

pdf Fact Sheet – Connecting with Customers through Email

Advancing Quality through monitoring and coaching

Design a comprehensive, cost-effective monitoring and coaching program that boosts quality, drives performance improvement initiatives, and increase agent performance and commitment.

Through ICMI’s Advancing Quality through monitoring and coaching course, you’ll discover how to bring out the best in every agent and deliver exceptional experiences to your customers.

pdf Fact Sheet – Advancing Quality Through Monitoring & Coaching

Workforce Management Bootcamp

This four-day, hands-on workshop will not only teach you proven techniques to improve forecasting and scheduling, but allows you to practice those techniques with input from expert instructors. This unparalleled opportunity to learn an integrated approach to contact centre workforce planning is based on the challenges that managers and analysts face every day.

Bring your laptop and discover techniques to improve forecasts, calculate staffing resources and review new scheduling approaches. You and your peers will work through realistic exercises to solve common forecasting, staffing and scheduling challenges.

pdf Fact Sheet – Workforce Management Bootcamp

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