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Professional Certificate in Call Center Management
Version 001
Program Description
Call Center Management Professional Certificate (CCP) is a six-course, application based, undergraduate level certificate program. Students enrolled in this program will learn about and develop critical call center management skills with an emphasis on both strategic and tactical call center personnel, operations, and customer relationship management. This program provides the forum for understanding, utilizing, and capitalizing on emerging trends in the call center environment. The CCP program also places an emphasis on the call center management body of knowledge aligned with the core competencies established by Call Center Industry Advisory Council (CIAC).
| Course # | Course Title | Credits | Prerequisite(s) | | CCP 300 | Call Center Management Overview and Applications | 3 | None |
| CCP 301 | Strategies for Managing Call Center Personnel | 3 | CCP 300 |
| CCP 302 | Call Center Operations Management I | 3 | CCP 300 |
| CCP 303 | Call Center Operations Management II | 3 | CCP 300 and CCP 302 |
| CCP 304 | Leveraging Customer Relationships | 3 | CCP 300 |
| CCP 305 | Strategic Call Center Thinking | 3 | CCP 300, 301, 302, 303, and 304 |
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