Call Center Customer Relationship Management - Online Training and CIAC Certification Review

Customer Relationship Management and
CIAC-Certified CRM Manager review

Overview

Customer satisfaction and loyalty have become key objectives for organizations as they recognize that long-term customers cost less to service and are more likely to spend more with the organization. The call center is the place where many of these objectives are carried out — one contact at a time.

This seminar provides call center leaders with the information they need to build customer relationships effectively. It begins by exploring key customer relationship management principles, including the value of customer satisfaction and loyalty, and customer segmentation. Measuring customer satisfaction is the focus of the second section of the course as it provides practical information on measurement methodologies and contributors to customer satisfaction. The course then transitions into establishing strategies that support organization-wide objectives and align people, processes and technologies with these goals. The fourth section of the course highlights the importance of a cross-functional approach to customer relationship management and places the responsibility for initiating this involvement squarely on the shoulders of the call center professional. The course’s final section includes actionable guidance on supporting customer relationship management with innovative technology, effective processes and essential employee development.

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.

Course Material