Your Resource for Call Center Training & Certification CoursesThe RCCSP Professional Education Alliance is the accreditation, examination, and certification body for the call center industry's most comprehensive suite of professional certifications for individuals. Recognized internationally by government agencies across the Western Hemisphere, RCCSP's progressive call center training curriculum has been a catalyst for furthering 21st Century management methods and the application of contact center science.
The Alliance, comprised of subject matter experts, call center training organizations, private sector professionals and industry advisors, has produced an industry-supported contact center business framework and comprehensive professional qualification schema. This combined effort, with training courses contributed from over thirty leading vendor-neutral providers, has resulted in the most comprehensive array of state-of-the-art call center training and certification opportunities available anywhere.
Call center training and call center certification tracks are offered for front-line professionals, supervisors, managers, directors, operations engineers, quality professionals, management specialists, and six sigma practitioners.
Call Center Training Feature Articles
Teleperformance UK, part of the global multichannel customer experience management provider Teleperformance Group, has been awarded a new five-year contract with Her Majesty's Passport Office.
In the contact center, agents are trained for a lot of things. They're trained to use applications and databases, they are trained on a company's products and services, and they are offered some guidance on soft skills such as dispute resolution, cross-selling and upselling. While all this is necessary, the proliferation of new channels is creating the regular need to update training to reflect skills appropriate for these new channels. One of them is social media.
Scotland based company Stellar Europe has won the prestigious UK award for the Great Game of Business, Best Open Book Management Company in the UK for 2013.
Hiring for the call center environment requires more than just identifying the talented individual who can multi-task and tackle the challenges customers bring to the table. A recent call center case study shows that taking both a holistic and specific approach when recruiting an individual is more successful than any other.
A well-structured, interactive induction program is critical for ensuring an efficient workforce in the call center, as it has a direct impact on turnover and productivity. The topic of Virgin Media employee Katie Carroll's university project, an innovative call center training scheme has now found nationwide use.
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