Becky Simpson of Improvement Solutions is a Certified Associate of the Incoming Calls Management Institute of Annapolis, Maryland, USA, and delivers ICMI's world-renowned seminars within the UK and Europe.

ICMI's most popular seminars are:

• Essential Skills and Knowledge for Effective Incoming Call Centre Management which will give you the skills and knowledge you need to manage or support an incoming call centre.

• Monitoring and Coaching for Improved Call Centre Performance which will provide a step-by-step approach for bringing out the best in every agent so that they deliver a 'wow' experience to every customer, every time

These seminars are available both publicly and, for organisations wishing to train several people, or that desire a programme tailored to their unique needs, ICMI seminars are available for on-site delivery. In addition to providing scheduling flexibility, an ICMI on-site seminar saves on travel time and costs - and the number of participants is unlimited.

Marketing of ICMI's courses within the United Kingdom is undertaken by Alan Vaughan of Call Centre Consultants Limited. For further information about ICMI's courses, please click on the logo below to download a seminar brochure.