Contact Center Director Training and Certification

Join Service Agility for this new two-day accredited director certification prep course:

Upcoming Dates & Locations:
August 23-24, 2010: Chicago, IL - Hyatt Lodge
September 13-14, 2010 Dallas, TX - The Adolphus
October 25-26, 2010: Las Vegas, NV - The Platinum Hotel
December 6-7, 2010: Ft. Lauderdale, FL

Register Today

Participants will learn:

• How to identify untapped value in a contact center
• The six questions that define a culture
• Benefits and risks associated with outsourcing
• A method to determine what metrics make the best operational objectives
• Typical funding obstacles and how to address them
• How to keep technology fresh and practical for your business
• Where to find and how to interpret customer feedback
• The key elements that drive a successful access strategy
• Best practices for generating sustainable high levels of performance

Overview
Leaders set the direction in contact centers.  Our strategy class is designed to help you chart the course to a productive, effective, and admired operation that generates high levels of satisfaction and customer loyalty through each interaction.
Utilizing a participative approach that combines expert content, class discussion, and case study exercises, attendees will explore all the strategic options that drive contact center value.  This class integrates fundamental issues such as setting objectives and optimizing technology with current themes like utilizing social media and employing non-traditional outsourcing options.  The result is a relevant course that offers actionable, strategic content to re-shape the future of your operation.
Along with the insight provided over the two-day event, participants will also walk away with templates and tools that transform thoughts into action.  You will return to the office with new ideas and a clear path to successfully instituting the changes.

Course Chapters

• Chapter 1 - Delivering Value
• Chapter 2 - Creating a High Performance Culture
• Chapter 3 - Devising an Access Strategy
• Chapter 4 - Sourcing the Work
• Chapter 5 - Giving the Customer a Voice
• Chapter 6 - Optimizing Technology
• Chapter 7 - Funding your Center
• Chapter 8 - Improving for Tomorrow

Deliverables and Tools

• Course manual
• Case study
• Article reprints

Who Should Participate
The Contact Center Strategy training course is ideal for anyone in a leadership or stakeholder position in a contact center.  It is equally valuable to those with call center backgrounds and those recently transferred into the operation.  Some specific roles that will benefit from the class include:

• Leaders in charge of an existing internal contact center
• Business professionals that need to start a contact center
• Executives responsible turning around an under-performing operation
• Leaders responsible for results delivered by an external (outsourced) operation
• Executives without prior contact center background that now have responsibility for this function
• Leaders of outsourced contact centers that want a better understanding of client requirements

Prerequisites
Attendees should possess an strong understanding of business concepts and a basic understanding of contact center functions and terminology.  Course materials are in English, and attendees must possess a high level of English fluency.

Agenda

Day 1
Chapter 1 - Introduction and Delivering Value in a Contact Center

• Introductions and overview of the course
• Class goals and learning objectives
• Introduction to the case study used throughout the class
• Understanding how the historical view of contact centers limits value opportunities
• Defining untapped opportunities in your enterprise
• Connecting the contact center with other key departments
• Re-defining the mission of the operation

Chapter 2 - Creating a High Performance Culture

• Aligning contact center goals with enterprise objectives
• Assessing the current operation and the opportunity potential
• Understanding the impact of metrics in a contact center
• Defining metrics that drive the right behavior and get the performance results you want
• Positive and negative impact of senior management actions on culture
• Six decisions that have the most impact on culture

Chapter 3 - Devising an Access Strategy

• Customer access channel options (phone, email, chat, self-service, etc.) and benefits of each
• Define requirements and resources needed to support your access strategy
• How availability and speed fit in the equation

Chapter 4 - Sourcing the Work

• Line and support functions that can be outsourced
• Outsourcing benefits and risks
• In-sourcing benefits and risks
• Oversight of outsourced operations

Day 2
Chapter 5 - The Voice of the Customer

• Behavioral satisfaction indicators
• Perceptive satisfaction indicators
• Defining customer requirements
• Service recovery
• Sampling techniques and errors
• Inspecting your product
• Testing methods

Chapter 6 - Optimizing Technology

• Evaluating current systems
• Contact delivery systems
• Contact processing systems
• Ancillary support systems
• Working effectively with IT leadership
• Typical problem areas and how to address them

Chapter 7 - Funding Your Center

• Cost drivers in a contact center
• Critical collaboration effort across the organization
• Developing a budget that is aligned to your corporate strategy
• Understanding and presenting trade-offs
• Mapping cost to value

Chapter 8- Improving for Tomorrow

• Sustainability of results
• Defining improvement opportunities
• Creating an action plan and being accountable to results
• Balancing projects and operations

Certification Opportunities
Attendees of this accredited course will have an opportunity to earn their industry credentials.  A thorough knowledge of the material imparted in this course will prepare candidates for the following certification exams:

• Certified Contact Center Director (CCCD)

The Certified Contact Center Director (CCCD) certification is officially recognized by the RCCSP Professional Education Alliance and its members.  This is an internationally-recognized certification.
The certification process consists of 3 parts:

• Class attendance
• Achieving a passing score on the online certification exam
• Completion of a certification project

Class Attendance: Participants will complete a two-day instructor-led course, where they will participate in hands-on learning and group exercises under the observation of a Certified RCCSP instructor.  Upon successful completion of the course, an online login and password will be sent by email with instructions for accessing the certification exam.

Certification Exam: After the course, participants will have four weeks in which to take the online certification exam.  The certification exam is comprised of 60 questions and candidates are given 90 minutes to complete the exam.  Candidates must achieve at least an 80% score in order to obtain certification.

Certification Project: To be completed within 6 months of completing the course.
Participants will be given a list of project topics and will submit their topic for approval within two weeks of completing the certification exam.

To increase the likelihood of every participant successfully completing the certification project, feedback will be provided by the instructor for the first four weeks after project submission.  The Certified Contact Center Director CCCD certification will be awarded upon approval and acceptance of the candidate's completed project.

Registration Fees
The per student registration fee for this training and certification program is $1,995 and includes:

• 2-day instructor-led training
• All training materials
• Certificate of completion
• Certification exam fees
• Refreshments each day.

Class begins at 9:00 AM and ends at 5:00 PM each day.  Business casual attire is appropriate.  No jeans or sneakers please.

Register securely online with confidence or please call (708) 246-0320.

In-House Training Option
In-house, on-site training offers the added benefits of facilitated team interaction; a confidential environment where plans, processes, and policies can be openly discussed; minimized travel costs; and little or no travel time.  For support centers with a number of executives and managers, on-site training can maximize your training investment.
Pricing for an on-site course delivered at your location is determined based on a "Base Fee" for up to four attendees, and a per person fee for each attendee thereafter.  On-site fees are all inclusive:

• Base Fee for up to 4 participants - $9,995 includes:
  • 2-day instructor-led training course
  • All training materials
  • Instructor's travel and lodging expenses (for onsite presentations of 18 or less participants, in the continental US)
  • Certification exam fees and certificates of completion
  • E-mail and phone support to provide post-course certification project guidance
  • Additional participants - $995 each

Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the onsite delivery date.

The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:

• Two easels with paper and markers
• Projection unit and projection screen

Language Options
In-house private instruction and the certification examination are available in:

• English

<<Return to Services Offered