cccsloverview

Certification

Contact Center Certified Strategic Leader (CCCSL)

An Overview:

CCCSL is a Practical Learning & Certification program designed specifically for call center managers, directors and leaders. To successfully run call center operations, the leaders of the business must have skills in strategic planning, organizational design, operations management, financial management and decision-making, business process improvement, risk management, staff planning, technology, vendor management, facilities planning and more. In every business there are various inter-dependencies, these are particularly sensitive in a contact center environment. This makes it imperative for all contact center leaders to understand all aspects of the business.

CCCSL is a practical learning program designed to equip call center leaders with skills and competencies applicable to the unique and specialized world of call center operations to achieve business excellence. CCCSL is not a mere training program. It is in absolute sense a ‘Learning Program’, must for all contact center leaders.

A ‘Contact Center Certified Strategic Leader’ will be a fully qualified and skilled resource in all functions of a contact center - cognizant of financial implications of operational trade-offs while appreciating people aspects and capable of utilizing technology for optimization

Purpose:

CCCSL program aims to enhance the level of performance of contact / support centers through the medium of advancing skills & knowledge of professionals managing the business.

· Equip contact center professionals with skills & competencies to optimally manage their contact center operations for superior customer & client satisfaction, superior financial performance and higher employee satisfaction.

· Transform generalists in to Subject Matter Experts in the field of customer contact management.

· Enhance the quality of delivery of the industry on the whole, thus offering clients quality based value rather than just cost arbitrage.

· Create an environment of continuous improvement based on subject matter expertise and not merely statistical tools.

· Prepare qualified industry leadership for the future

Award Winning Series

CCCSL Learning & Certification program comprises of seminars from the award winning ‘Masters Series in Call Center Management by The Call Center School’, which was voted “Industry’s Best Training Solution” for four consecutive years at the International Call Center Management (ICCM) Conferences.

It has been named as ContactCenterWorld.com’s “Members Choice Award” as Best Training Program from 2003 – 2006.

It is also the only training product selected by Customer Interaction Solutions magazine as a Product of the Year.

Salient features:

· Practical learning program addressing real life day-to-day scenarios

· A holistic ‘Mastery Level’ program skilling professionals on linkages & trade-offs between all operational KPIs, people & performance management, financial implications, technology optimization and customer relationship management

· Delivered only by seasoned, senior management contact center practitioners

· Simplified immediate implementable learnings

· Interactive learning platform encouraging best practice sharing and collaborative solutions