Contact Center Director Training and Certification
Accredited prep course for the Contact Center Director (CCCD) certification exam
3-day training course, includes certification exam - $3,195

On-site delivery available
RCCSP
  Professional
    Education
       Alliance

Learn from an Industry Authority, Earn your Professional Certification

What You Will Learn:

Participants will learn:

  • How to identify untapped value in a contact center
  • Six factors that define a high-performance contact center culture
  • Benefits and risks associated with outsourcing and how to make sourcing decisions
  • Metric targets that make the best operational objectives
  • Common funding obstacles and how to address them
  • Strategies for keeping technologies fresh and practical for your business
  • Where to find and how to interpret customer feedback data
  • The key business factors that drive a successful strategy
  • Best practices for generating sustainable high levels of performance

Overview

Leaders set the direction in contact centers.  This executive-level strategy class is designed to help contact center leaders chart a course to more productive, effective, and admired operations that generates high levels of satisfaction and customer loyalty through each interaction.

Utilizing a participative approach that combines expert content, in-class discussion, networking and idea-sharing, and case study exercises, attendees will explore the multitude of 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 implementing non-traditional outsourcing and home-worker options.  The result is a relevant course that offers actionable, strategic content that can re-shape the future of your operation.

Along with the insight and networking relationships, 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 for instituting positive 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 Director Certification training course is ideal for professionals responsible for support center planning, funding, performance management, reporting, operations, or implementation of performance improvement strategies. Participants that will benefit most from the course include operations executives, directors, designers, and senior managers.

Prerequisites

Attendees should possess an strong understanding of business concepts and a solid understanding of contact center functions and direction.  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
  • Course 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
  • Analyzing the impact of metrics
  • Defining metrics that drive the right behavior and get the performance results you want
  • Positive and negative impacts of senior management actions on culture
  • Six decisions that wil have the greatest impact on culture

Chapter 3 - Devising an Access Strategy

  • Customer access channel options (phone, email, chat, self-service, etc.) and benefits of each
  • Defining 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
  • Achieving 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 $3,195 and includes:

  • 3-day instructor-led training
  • All training materials
  • Certificate of completion
  • Certification exam fees
  • Lunch and 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.

Seminar Schedule
July 16-18, 2013 Chicago, IL Marriott Oakbrook
Sept 25-27, 2013 Raleigh, NC Cardinal Club
June 9-11, 2014 Atlanta, GA To Be Determined

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

Request In-House Training

Contact Center Director Certification, On-site Training and Certification, up to 5 participants, $15,995
Additional Attendees, $1,495 per person

More Training and Certification Courses

See the complete calendar of RCCSP Professional Education Alliance Contact Center Training dates and locations.

For more IT, technical and field support training course options, see the RCCSP Help Desk, ITIL, and Support Center Calendar.


 No travel budget?  No problem. We'll pay your airfare. Click here.

Dates, Locations and Registration

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Terms & Conditions

Seminar provider is not responsible for losses due to cancellation.  In all circumstances, seminar provider's liability shall be limited to fees received.

Seminar agenda and assigned instructors are subject to change.

Public Training Terms & Conditions

Payment is due prior to the seminar.

Public seminar cancellation policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund.  Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $400.  Registrations may be transferred to another member of your organization at no additional charge.  As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.  Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.

On-site Training Terms & Conditions

On-site training fees must be paid at least three weeks in advance to reserve a training date and instructor. Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.

On-site training cancellation policy.  Preparations for training delivery will commence upon the receipt of payment in full.  Organizations may cancel up to 21 days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the base fee. If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials.  Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.
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