| Call Center Leadership and Business Management CIAC-Certified Manager Review 6-hour online training course, $995  |
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Overview
This course prepares participants for CIAC certification in the roles of strategic leader, operations manager, management consultant and management apprentice.
Call center professionals continue to grow in stature as the call center’s value contribution is heightened within organizations. As call centers handle increasingly complex transactions and provide other departments with vital customer information, leaders must be equipped to combine specialized call center knowledge with sound management practices.
The seminar presents those principles and practices that are vital to the call center leader. Call Center Leadership and Business Management applies proven leadership and business practices to the contact center environment. The course opens with guidance on developing an effective vision, mission, strategy and valuation model. Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements. The fourth section of the seminar provides professionals with solid principles on developing business plans, improving operations and managing contracts and closes with an overview of financial principles that call center professionals should understand.
Course Materials
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Comprehensive self-study guide including:
- Course content
- Exercises
- Glossary
- Articles
- Multiple-choice quizzes
- Assignments
Agenda!
Strategy and Valuation
- Vision, Mission and Strategy
- The Call Center’s Contribution to Value
Leadership and Communication
- Call Center Leadership
- Call Center Communications
The Call Center Business Environment
- The Call Center’s Unique Environment
- The Call Center’s Emerging Role
- > Understanding Market Forces
- The Legal and Regulatory Environment
Business Management Principles and Practices
- Developing Business Plans
- Improving Operational Results
- Managing Contractual Relationships
Financial Principles and Practices
- Understanding Risk and Opportunity Tradeoffs
- Developing an Annual Operating Budget
- Understanding Financial Concepts
- Interpreting Financial Statements
Attend this seminar and experience exposure to world-class call center operations management methods and techniques with facilitation from leading call center experts. There will be quizes and exercises to reinforce the material, and participants will receive a comprehensive study guide with review exercises and reference lists.
The CIAC Certification Process
Our Web-Based Study Courses provide you with the tools to achieve industry recognized CIAC certification.
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Begin the course with a one-hour orientation session
- Understand the process of getting certified
- Learn test-taking hints and strategies
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Then, participate in five one-hour review sessions. Each session includes:
- More details on the most difficult material
- Weekly quizzes to assess your readiness
- Questions and answers from you and your peers
- Get your questions answered throughout the week via ongoing access to the instructors
- Complete assignments and quizzes to make sure you are ready
- Includes comprehensive handbook/study guide with review exercises and reference lists
Once the course is completed, you will have been exposed to the materials necessary to successfully pass the Customer Relationship Management portion of the CIAC Certified Operations Manager examination. Taking the exam is optional. Information about the exam and its administration will be provided in class.
How to Participate in a Web-Based Seminar
Use your Internet browser and your telephone to participate. No special software required! On the day of the seminar you will point your browser to a designated web page for the visual portion of the seminar and dial a 1-800 number for the audio portion of the seminar. (Outside of North America you will dial a direct access number.) You will be able to view the seminar presentation, participate in live polling, and ask e-mail questions through your computer. Your telephone will enable you to ask audio questions or comment on points made during the presentation.
Registration
Fees
The per student registration fee for this seminar is $995.
To register, click on the "Book Now" button or please call (708) 246-0320
Seminar Schedule
| July 24 - Sept 4 (skipping Aug 21) |
Thursdays 11:30am-12:30pm EST |
Online Course |
Class is held for one hour on each of six Thursdays.
Click here to learn about
,
dates & locations
Payment is due prior to the seminar, including payment on purchase orders. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the conference.
Cancellation Policy. Registrants may cancel up to ten business days in advance of the seminar start date for a full refund, less administrative fees of $300. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Agenda, course dates, and locations are subject to change.
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