In today’s competitive marketplace call center training that leads to certification is imperative. A great opportunity to get call center training and certification is about to close, though. We’ve learned that The Call Center Campus, sponsored by the BenchmarkPortal (News - Alert) and College of Call Center Excellence is being held in Las Vegas Nevada from Oct. 11- 14, but registration for all courses ends on September 26. That’s less than a week away, so companies that are concerned with call center training issues see value in call center certification will probably want to register immediately.
We were interested to learn that The BenchmarkPortal Las Vegas Call Center Networking & Training event provides participants with three separate areas of call center certification courses to choose from. Call Center Management Certification (Oct. 11-13); Call Center Quality Assurance Certification (Oct. 12-13); Call Center Workforce Management Certification (Oct 12 -13).
The agenda for the Call Center Management Certification looks very comprehensive. There are 10 courses on the agenda to achieve the certification, including organizational leadership, call center IT management, quality monitoring, human resources, call center workforce management, customer satisfaction, benchmarking and more.
Certification in Call Center Quality Assurance also looks very thorough with 15 items on the course agenda that will provide training in the basics of quality assurance and how to create a quality assurance strategy as well as tutorials on feedback, positive culture, call monitoring processes, reward and recognition methods, time management, and a number of additional essentials.
The Call Center Workforce Management Certification course encompasses six areas of concentration with an in-depth drill-down with each of the segments. These include: gathering information; forecasting; planning; analysis; change management; and best practices in contact centers and workforce management final review.
In addition to the certification courses, the event will feature a Special Networking Night on October 13, from 6 to 8 p.m. and an Executive Round Table Discussion the following morning from 9 until noon. It also looks like a great group of call center professionals will be at the event, but as mentioned, registration is closing on Monday, September 26, 2011. If you’re interested in registering, the number for BenchmarkPortal is 1-800-214-8929.
Linda Dobel is a TMCnet Contributor. She has been an editor in the contact center space for more than 25 years, and has the distinction of being the founding editor of Customer Inter@ction Solutions (CIS) magazine. To read more of her articles, please visit her columnist page.