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Austin, Texas Hosts RCCSP Contact Center Training and Certification Courses

TMCnews


TMCnews Featured Article


February 01, 2011

Austin, Texas Hosts RCCSP Contact Center Training and Certification Courses

By Brendan B. Read, Senior Contributing Editor


Texas is big on contact centers, thanks to an available high-quality labor force including those with bilingual (English/Spanish) and technical skills that have a strong work ethic coupled with a business-friendly political climate.


Austin, the state’s capital, is one of the state’s many and growing contact centers hubs. It is home to AppleCare and Starwood contact centers, among many others, as well as to state offices. Austin is also easily accessible to Dallas/Fort Worth, Houston and San Antonio, which have all attracted contact centers.

To provide Austin and other state contact center professionals with top-drawer training, the RCCSP Professional Education Alliance is bringing six intensive-learning contact center certification tracks to the city Feb. 14 to 18. These have been created for supervisors, managers and directors responsible for contact center performance management, operations, and implementation of performance improvement strategies. A one week, mix and match format selected by the RCCSP Professional Education Alliance will allow center professionals to select those tracks that address their individual training needs.

Here are the sessions and dates

  • Understanding Call Center Fundamentals: Feb.14-15
  • Call Center Manager Training & Certification Course: Feb.16-18
  • Call Center Management Certification Boot Camp: Feb.14-18
  • Call Center Metrics, Analytics, and Reporting: Feb.14-16
  • Designing Six Sigma Support Centers: Feb.17-18
  • Call Center Service Engineering Boot Camp: Feb 14-18

Other select locations throughout the U.S. have already been added to the RCCSP Alliance’s National Training Schedule.

“In a world where success is often managed and evaluated in terms of hours, minutes, even seconds, training time comes at a premium,” said Nina Kawalek, CEO for RCCSP. “This is a tremendous opportunity for call center teams, from directors to supervisors, to go offsite and share a hands-on learning experience that will allow them to work together towards improved performance.”

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.”

Austin, Texas is also the new and exciting home for ITEXPO (News - Alert) West 2011, which will be taking place Sept.13-15 at the Austin Convention Center. Check out the ITEXPO site following the wrap-up of ITEXPO East, which will be taking place Feb.2-4 in Miami, Fla.


Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Tammy Wolf







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