Treating Employees as Customers - ICMI @ Dreamforce 2010 Handout - John Goodman

CIAC Certification Call Center Professionals

Relational Leadership - ICMI @ Dreamforce 2010 Handout - Bob Furniss

ICMI Call Center Ops 101 - ICMI @ Dreamforce 2010 Handout - Brad Cleveland

Riding the Wave of Customer Experience - ICMI @ Dreamforce 2010 Handout - John Goodman

Importance of Emotional Intelligence - ICMI @ Dreamforce 2010 Handout - Deb Monroe

Keep Training Alive Without a Budget - ICMI @ Dreamforce 2010 Handout - Deb Monroe

CIAC Certification Program Details

Principles of Effective Contact Center Management Workbook - ICMI @ Dreamforce 2010 Handout - Brad Cleveland

Workforce Management - ICMI @ Dreamforce 2010 Handout - Brent Haferkamp

Perception is Reality - ICMI @ Dreamforce 2010 Handout - Tim Montgomery

Supervisors to Leaders - ICMI @ Dreamforce 2010 Handout - Macklin Martin

ICMI Quality Presentation