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
We've all experienced it - you've just arrived home and the last landline phone in your house is ringing. You reach to answer it, only to find silence on the other end of the line. You then think to check the caller ID - the call came from a toll free number and you apparently didn't get to the phone faster than another caller.
Many forward-thinking contact centers are taking steps to educate their agents better, working on both hard skills (product knowledge and technical efficiency) and the important so-called "soft skills," such as problem resolution and customer empathy.
Call center training, workforce optimization and process improvement are some of the key issues today's call centers need to focus on and nationwide, organizations are engaging in new efforts focused on improving the performance of call centers.
With proper training, any call center agent can be transformed into a call answering, customer assisting, query-answering machine. This helps not only save time, but also improves the productivity of the agent and call center as a whole. It can come down to little things that add up over time, or one big issue that can save time and energy when resolved; no matter what, proper training can help with that.
Having the proper training and certification requirements helps call centers stand apart from the thousands of other organizations that are on the market. Such intensive training not only gives agents the skills they need to operate, but also the fuel they need for each and every customer interaction to be a successful one.
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