RCCSP Brings First Call Center Certification Course to Raleigh Area

Call centers are an integral part of any customer-focused business, and new technology abounds that can significantly enhance the capabilities of call center agents, be they on-site, at remote locations, or even work-at-home agents. However, even the most advanced technology can be rendered ineffective without proper agent training and center management.

 

To ensure call center managers have the skills necessary to manage their facilities — from basic hiring, training, monitoring, and coaching tasks, to effective leadership, technology selection, and data analytics, The Resource Center for Customer Service Professionals (RCCSP) offers a comprehensive Call Center Manager Training and Certification course in nine locations through the end of the year (as well as one already scheduled for 2009). The next seminar will take place in Raleigh, North Carolina, at The Cardinal Club.

 

This session has been specifically designed for call center professionals from the Research Triangle Park, Raleigh, and Cary region, which is now home to three major business parks, including a number of high-tech and biotech firms, all of which rely heavily on their support services to maintain customer satisfaction.

 

The curriculum for the Call Center Manager Training and Certification course has been recently updated, to cover all the major skills and knowledge required for call center managers to make the most of their resources. The three-day course covers tactical call center management responsibilities, including the fundamental tasks of hiring, training, monitoring, coaching, maintaining employee morale, forecasting, scheduling, and performance metrics, to advanced skills, like quality assurance, technology selection, cost management, strategy, leadership and more.

 

For Raleigh-area call center professionals, this is the first opportunity of its kind — this will be the first such open enrollment training and certification course offered in the region. This is an opportunity for local and regional professionals to hone their skills to create a more effective customer service operations, from top to bottom — while saving costly travel expenses by not having to travel across the country to attend similar sessions in Austin, Los Angeles, or Boston.

 

The host facility, The Cardinal Club, offers a refreshing departure from the typical hotel convention or seminar scene. It is an upscale business club in downtown Raleigh — no jeans or sneakers allowed — designed to promote a professional environment that can easily be extended to the call center.

 

The course itself is a hands-on learning experience, with participants taking part in a variety of self-assurance and confidence-building activities using a variety of available tools, including software, a forms library, benchmarks, and action plans, which they can then take back to their offices to easily put their newfound skills and resources to effective use.

 

Of course, after a hard day’s work, participants will want to unwind. With the seminar held in the heart of the city, participants can easily enjoy any of a number of events and facilities Raleigh has to offer, including several museums, live best of Broadway shows and concerts, sporting events, or even shopping in one of several major retail locales, and of course, dining at any one of Raleigh’s fine restaurants, catering to all tastes. One exhibit not to miss is the Dead Sea Scrolls exhibit at The North Carolina Museum of Natural Science.

 

If you are part of a customer service organization in the Raleigh area, or anywhere in the Southeastern United States, this is a can’t miss program that can help you bring your organization to the next level.