Texans pride themselves on putting their boots on to put in a hard day of work, including at the state’s many contact centers. A strong work ethic, a very supportive business and political climate, a large Hispanic population and excellent transportation as well as superb voice/data connectivity have long made the state a favorite locale for these facilities.
Yet even the very proud Texans—like those who manage the contact centers-- will admit that they may need training to shiny up their performance. Highly efficient, well-engineered contact centers produce exceptional service, and those that schedule their resources efficiently create value as well. Comprehensive training and career development can cultivate the highly-skilled professionals that run a solid operation. Yet with limited available time, and travel budgets, personnel cutbacks and burgeoning workloads, taking many courses on different subjects through the year is no longer realistic. Managers may only get one shot at training.
To help contact center managers in the Lone Star State get their training spurs thoroughly and effectively, the RCCSP Professional Education Alliance is bringing its celebrated five-day Call Center Certification Boot Camp training programs to Texas. They combine material drawn from RCCSP’s Contact Center Sciences Series, Service Engineering Series, certification programs and Contact Resolution Process Model certification framework, to create one-week, accelerated learning Boot Camps. The Call Center Management Boot Camp covers day-to-day tactical management topics, while the Call Center Engineering Boot Camp addresses operations and performance improvement topics.
The two Boot Camps will be touring Texas in 2011 at the following locations and dates:
Austin: Feb. 14-18
Houston: Apr. 25-29
Dallas: Nov. 7-11
Other locations throughout the U.S. have already been added to the RCCSP Alliance’s National Training Schedule at www.the-resource-center.com/index/seminars.htm.
“It’s easy to appreciate why contact center management professionals put such a high value on their own time,” explains Nina Kawalek, CEO for RCCSP. “In a world where success is often managed and evaluated in terms of hours, minutes, even seconds, training time comes at a premium.”
Nick Qualman, Customer Support Manager at International Allied Systems sees value in having attended an intensive RCCSP management program. “This course completely covers the range of topics needed to begin a call center or develop an existing one. The instructor was phenomenal. This class should be the bar that others need to meet.”
Others agree. “Amazing! I learned so much about our center and things I never thought about that would make such great improvements,” recalls Shamayne Gerlach, Workforce Analyst at Take Care Systems, and a recent attendee of the Call Center Engineering Boot Camp.
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Patrick Barnard
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