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Schedule


Tuesday, April 20, 2010

7:30 am - 8:15 am      Breakfast
8:30 am - 4:30 pm      Training
                                   Essential Skills and Knowledge for Effective Contact Center Management (2 days)
                                   The Workforce Management Boot Camp (4 days)
                                   Smart Strategy=Strong Leadership (2 days)
10:00 am - 10:15 am   Break
12:00 pm - 1:00 pm     Lunch
2:30 pm - 2:45 pm       Break
4:30 pm - 5:15 pm       Panel Discussion
5:15 pm - 6:30 pm       Networking  Reception 
 

Wednesday, April 21, 2010

7:30 am - 8:15 am      Queue Tips Breakfast
8:30 am - 4:30 pm      Training
                                   Essential Skills and Knowledge for Effective Contact Center Management (2 days)
                                   The Workforce Management Boot Camp (4 days)
                                   Smart Strategy=Strong Leadership (2 days)
                                   Contact Center Coaching (1 day)
10:00 am - 10:15 am   Break
12:00 pm - 1:00 pm     Lunch
2:30pm - 2:45 pm        Break

Thursday, April 22, 2010

7:30 am - 8:15 am      Breakfast
8:30 am - 4:30 pm      Training
                                   The Workforce Management Boot Camp (4 days)
                                   Advancing Contact Center Quality Through Monitoring and Coaching (2 days)
                                   Measuring Contact Center Effectiveness (1 day)
10:00 am - 10:15 am   Break
12:00 pm - 1:00 pm     Lunch
2:30pm - 2:45 pm        Break
4:30 pm - 6:30 pm       Networking  Reception 
 

Friday, April 23, 2010

7:30 am - 8:15 am      Breakfast
8:30 am - 4:30 pm      Training
                                   The Workforce Management Boot Camp (4 days)
                                   Advancing Contact Center Quality Through Monitoring and Coaching (2 days)
                                   Contact Center Technology (1 day)
10:00 am - 10:15 am   Break
12:00 pm - 1:00 pm     Lunch
2:30pm - 2:45 pm        Break
 

Special Activity

Ask the Experts Schedule a complimentary 30-minute, one-on-one session with a veteran ICMI consultant to talk about anything you wish. These esteemed experts have worked with some of the most prestigious, complex contact center organizations in the world. Reserve a Spot!