Call Center Management Featured Article
RCCSP Offers Intensive Call Center Management Training
Effective call center management can make the difference between a satisfied customer and a former customer. In this market of post-recession spending, customers are not only spending less, they are also more informed and want more value out of their interactions with companies. Call center managers need to be trained and effective in their jobs, but this can be a challenge for any call center.
Call center managers also face a challenge in obtaining the budget they need to travel and receive training according to the demands of the organization. It is not very realistic to continue to return to the same sources for training courses on different subjects as the cost can easily outpace the benefit. As a result, it is important that call center management take a selective approach to training.
As captured in this release, the RCCSP Professional Education Alliance is bringing its celebrated 5-day Call Center Manager Certification Boot Camp training program to Texas. This platform is designed to help call center management make wise choices in training so they can deliver the optimal performance within the center.
"It's easy to appreciate why contact center management professionals put such a high value on their own time," explained Nina Kawalek, CEO for RCCSP, in a statement. "In a world where success is often managed and evaluated in terms of hours, minutes, even seconds, training time comes at a premium."
The Call Center Manager Certification Boot Camp was released by RCCSP in 2009 and combines material drawn from the organization’s Contact Center Sciences Series, certification programs and Contact Resolution Process Model certification framework. The result is a one-week, accelerated learning program.
In just five days, the Call Center Manager Certification Boot Camp addresses the day-to-day tactical management topics in a program that is designed specifically for supervisors, managers and directors responsible for the performance, operation, and implementation of performance improvement strategies within the call center.
International Allied Systems Customer Support Manager, Nick Qualman, shared his opinion on the value of this intensive call center management program. He noted that the course covers the range of topics necessary to begin a call center or develop an existing one. He referred to the instructor as phenomenal and that the class should be the car that others need to meet.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Chris DiMarco