Prepare to excel in the field of Call Center Management.
Earn your Professional Certificate in Call Center Management online.
Call centers in all sectors face the same critical challenges: maximizing productivity,
controlling costs, and improving customer satisfaction. Now, you can acquire the knowledge
and skills you need to take your call center to the next level of performance.
The Call Center Management Professional Certificate (CCMP) is a six-course program that provides
the tools and techniques managers need to optimize call center
performance, maximize personnel, improve customer relations, and take advantage of emerging
trends within the call center environment. Offered via the Internet, this fast-paced program
is the ideal way to expand your skills, improve your effectiveness, and add valuable
credentials to your résumé.
The CCMP program examines management functions, evaluates key performance indicators, and
explores the latest call center systems and technology. Participants will analyze factors
influencing workforce performance, including human resources, regulatory, and diversity
issues. Participants will examine customer relationship management (CRM) practices,
determine ways to meet and exceed customer expectations, and learn strategies for leveraging
customer relationships. The program will also examine the characteristics of successful call
center leadership, and the impact of a call center on organizational success. Throughout the
program, an emphasis is placed on the core competencies established by Call Center
Industry Advisory Council (CIAC).
Upon successful completion of this program, participants will be awarded 18 undergraduate upper
division credits and a professional certificate.
Who should enroll: This program is designed for any professional who manages or
supervises a call center operation, or aspires to do so.
Click here for detailed information
about the certificate courses.
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