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Managerial Certifications

Hands-On Call Center Management Certification Boot Camp
5-day training course and certification exam

This revolutionary hands-on curriculum is perfect for brand new and experienced contact center managers. In one intensive week, participants will learn all major tactical management skills needed for day-to-day operation of a contact center.  The final two days will be spent working on actual contact center projects, where each participant can work within the process area that will have the greatest impact on the contact center's process capability.

All topics covered in the Call Center Manager Training and Certification course (below) will be covered in the Boot Camp prior to participating in hands-on lab projects.

Call Center Manager Training and Certification
3-day training course and certification exam

This newly updated curriculum focuses on the comprehensive skills and knowledge necessary to successfully manage small, mid-sized, new, and challenged call centers. The material covers tactical call center management responsibilities, from the most fundamental tasks of hiring, training, monitoring, coaching, maintaining morale, forecasting, scheduling, and using performance metrics; all the way through quality assurance, technology selection, cost management, strategy, leadership and more.

Contact Center Supervisor Training and Certification
2-day training course and certification exam

This is the industry's most up-to-date training and certification program for call center supervisors. The v2.0 CCCS certification preparatory program trains supervisors in essential communication, leadership, and coaching skills, and presents best practices for the development of advanced agent training, motivation, retention, collaboration, performance measurement, and self-assessment programs.

Frontline Professional Certifications

Contact Center Professional Training and Certification
2-day training course and certification exam

This training and professional certification course is perfect for call center and help desk agents, representatives, analysts, technicians and team leads.  The training focuses on communication skills, relationship building, and problem resolution techniques that can be applied first and foremost to customer interactions, but also to everyday communications (and conflicts) within the team.  An optional third day can be added to address written communication skills, conflict management and team-building. This final module achieves team cohesiveness through intra-team understanding, appreciation, communication, and the expression of common purpose.

Service Representative Online Self-Study Certification Training

Online self-study, includes the certification exam. This self-paced self-study,course is designed for new front-line service representatives. Participants will learn fundamental principles and techniques for delivering excellent customer service. The course covers critical skills in professionalism, communication, call management, stress management and more.

 

Operational Specialization Certifications

Contact Center Engineering Certification Boot Camp
5-day training course and certification exam

Individuals attending this entry-level service engineering boot camp will return to their support centers with practical, real-world knowledge of how to prepare information for effective call management reporting and how to design call center processes to deliver the highest quality service with minimal wait times.  Attendees will be introduced to underlying concepts and practical applications of call center metrics, data analytics, reporting, Six Sigma design, and the mathematical and statistical bases for high-performance call center re-engineering.

Hands-On Workforce Management Certification Boot Camp
3-day training course and certification exam

In this preparatory course, you will use real-world workforce management tools to practice daily forecasting and scheduling tasks, and devise solutions to service level challenges. You will also learn optimization techniques you can use immediately to reduce costs, improve service and performance levels, and manage the complexities of skill-based routing, email and chat contacts, and a mixture of inbound and outbound calling

Call Center Quality Assurance Certification Series
7-part virtual training series and certificate exam

This series of seven, 90-minute online training courses is designed specifically for the specialized training needs of QA analysts and those supervisory professionals and leaders that influence service quality.  In seven targeted sessions, participants will learn best practices in satisfaction auditing, agent monitoring, monitoring form design and calibration, QA tools and technologies, and effective coaching and feedback techniques.

Call Center Six Sigma Black Belt Masters Series
60-hour, 4-part training series

This 80-hour series includes four training courses and culminates in two Six Sigma Black Belt certificates: Six Sigma Master Black Belt, and Call Center Six Sigma Master Black Belt. This program is designed for management professionals who are pursuing break-through quality, performance optimization, and operational improvements for their contact centers. Achieve the highest level of technical and organizational proficiency in service engineering.  Don't miss this unusual opportunity to distinguish yourself in the workplace and propel your contact center to new levels.

Executive Certifications

Contact Center Director Training and Certification
2-day training course and certification exam

Utilizing a participative approach that combines expert content, in-class discussion, networking and idea-sharing, and case study exercises, this course explores the multitude of strategic options that drive contact center value, from fundamental issues such as setting objectives and optimizing technology to current themes like utilizing social media and implementing non-traditional outsourcing and home-worker options.