RCCSP Offers CRM, Six Sigma Contact Center Training Courses in Greenville S.C. July 25-28
“You snooze you lose” and that means you could be doing just that to your competition during the hot lazy days of summer.
In these challenging and social times in an era when products and service offerings are commoditized and price competitive, service via contact centers has become the key differentiator not just to retain buyers but to attract new ones. You may then need to boost your contact center training and/or that of your colleagues to create and/or widen your lead over those who are nipping at your heels.
The RCCSP Professional Education Alliance offers two advanced courses July 25-28 in Greenville, S.C., at the Westin Poinsett, that can provide just the high-level skills you need to get ahead: CRM Strategies and Call Center Six Sigma Black Belt Masters Course. These will be repeated in Greenville Dec.13-16 at the same venue.
The CRM Strategies course, which is one day (July 25, Dec.13), is both comprehensive and intensive. The session will explain what CRM is and outline the CRM life cycle and its impact. It will cover why CRM is essential to the future of your company, what is required to make CRM a success, how to build a cohesive CRM team and what CRM technology is required now and in the future. It will also delve into obstacles to implementing CRM and how to avoid them and how to reshape your organization into one that embraces a value-added CRM philosophy.
This training course is ideal for understanding customer relationship management strategy: whether you are brand new to the concept and just looking to learn enough to intelligently discuss CRM, explains RCCSP Professional Education Alliance ceo Nina Kawalek. Executive and managers implementing a customer relationship management program will also benefit from it.
“After attending this information-packed one-day seminar, you will gain knowledge and understanding of the latest strategies that can lead to a profitable CRM philosophy for your company,” says Kawalek. “You will return to work with a clear understanding of what customer relationship management is, and what is required for you to develop, implement, and improve an effective CRM program in your own organization.”
The Call Center Six Sigma Black Belt Masters Course is a three-day contact center training seminar with certification that teaches how to implement Six Sigma principles in contact centers. This course immediately follows CRM Strategies, Call Center Supervisor Training and Certification and Contact Center Foundations.
Six Sigma is a rigorous and proven business design methodology that uses data and statistical analysis to improve business performance. With the goal of increasing profits by eliminating mistakes, waste, and rework, Six Sigma provides a means to identify and prevent process variation – or defects – to improve predictability and success of business processes.
The Six Sigma Master Black Belt represents the highest level of technical and organizational proficiency in contact center engineering, says Kawalek. Those awarded the certification must complete weeks of training on the Six Sigma methodology, and learn the skills and tools required to teach Six Sigma philosophies and implement Six Sigma within an organization.
Attendees of this course must first complete the following three:
- Call Center Metrics, Data Analytics and Reporting
- Designing Six Sigma Support Centers
- Call Center Financial Management
The Call Center Six Sigma Black Belt course agenda will cover Designer Master’s Tools, structural analysis and design, advanced call center (including decisionmaking, infrastructure and ergonomics) and analysis (including testing, trends and forecasting). It will provide instruction on management including labor, contact center agent training and career development/migration, plus on outsourcing issues and communications with peers and with upper echelons.
This course is the final step to earning the Call Center Six Sigma Black Belt. With this knowledge attendees (like yourself) will be able to ensure that their facilities stay at peak performance, while maintaining low costs, minimized wait times and high customer satisfaction. This course shows you how to apply science, mathematics, and engineering to reach the highest levels of performance.
The Six Sigma Black Belt certification for call center, help desk, and support center engineers is sponsored by the University of Arizona at Tucson’s Engineering Professional Development department. It is being taught by James Abbott who holds a B.S. degree from Auburn University and is a registered professional engineer in the State of California. He is a senior member of Institute if Industrial Engineers and a member of the American Society of Quality. He is the author of 12 books including “Become the Manager of the Future”, “Optimize Your Operation” and a current best seller on Amazon.com (News - Alert), “The Executive Guide to Call Center Metrics”.
“Invest in your future and the future of your company by earning the Call Center Six Sigma Black Belt,” recommends Kawalek. “Certification proves to your employer and your customers that you have the commitment and skills necessary to run a world-class operation. It is the mark of excellence that puts you ahead of the competition.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Jennifer Russell