Call Center Certification Provider ITSM Academy Celebrates Sixth Year with RCCSP
As a full service provider of IT Service Management education and advice, ITIL has been offering ITIL certification training and events to the vast customer base of RCCSP for five consecutive years.
The RCCSP Professional Education Alliance allows member companies to selectively include other Alliance members’ training and certification courses in their own schedules, expanding services to their customers.
In 2009, ITSM Academy added the Call Center Manager Certification, an Alliance member certification course, to the ITSM Academy course catalogue.
“RCCSP has been an excellent partner for us through the years. They are dedicated and hardworking, and are always striving to make the best fit for their learners,” said Lisa Schwartz, ITSM Academy co-founder and chief operating officer, in a statement.
ITIL for IT and Call Center Manager for the contact center are based on process frameworks. The holistic process framework adopted by ITIL transforms an IT department from product developer to service provider, says Nina Kawalek, CEO for RCCSP.
According to Kawalek, the Call Center Manager Certification is based on the RCCSP Call Resolution Process Model, a framework that transforms the call center’s activity from responsive dialogue to process-based construction of a service product.
“If a service provider offers certification training to one side of a client’s organization, it’s logical that they would want to respond to the needs of other departments where possible,” Kawalek added.
Kawalek also foresees a possibility for cross-marketing amongst RCCSP Professional Educational Alliance companies.
A recent report from TMCnet highlights the ITIL/ITSM training and certification offered by RCCSP for IT professionals under three categories: Foundation, Capability and Lifecycle. Read the full report here.
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.
Edited by Juliana Kenny