There are many well-deserved benefits of being a trained and certified contact center professional via the RCCSP Professional Education Alliance. One of these is the opportunity to learn more about providing service in, training staff for, supervising and managing contact centers via attending IQPC’s (News - Alert) Sixth Annual Call Center Week Summit in Orlando, Fla. Jan. 24-27 2011.

IQPC, which is a RCCSP Professional Education Alliance member, is offering registration discounts to RCCSP-certified professionals. IQPC will be extending these same privileges to RCCSP-certified leaders attending other IQPC contact center industry events throughout 2011.

The Orlando Summit features tracks on social media, talent management and tools, technology and strategy. There are keynotes on social media, using new technologies such as iPads for customer service, on coaching and speech analytics. There will also be peer roundtables.

“This event is designed to provide the insight, skills and strategy needed to embrace the megatrends and transform the contact center,” said Lisa Schulman, executive producer of the event at Customer Management IQ, a division of IQPC. “We’ll cover many critical issues addressing the operational side of contact center management.”

“It’s one of the most important forums in North America for sharing progressive management ideas and practices for call centers,” adds Nina Kawalek, ceo, RCCSP Professional Education Alliance.   “We encourage all RCCSP-certified leaders to attend and to investigate new approaches for dealing with the challenges affecting the industry. It’s an ideal form of continuing education.”

There is a growing need and demand for additional contact center professional education, training and certification, Kawalek points outs. Today’s economy is highly globalized and knowledge-driven. The emergence of new technologies, the convergence of communications, and rapidly changing customers’ needs are posing new challenges to organizations. This is especially true it says for contact centers, which rely on information technology to provide its services. Identifying the trends and understanding the changes in the industry is crucial. Knowing how to make these changes to effectively transform contact centers is indispensable.

For many contact centers, putting a credentialed professional at the helm is a quick and cost-effective solution. RCCSP’s call center certification programs, which include certification courses for all levels of call center operations, including call center managers, call center supervisors, call center professionals, workforce management professionals and service engineering professionals.  

“The number of contact center leaders pursuing certification has been steadily growing,” reports Kawalek. “With more and more certified professionals leading the charge, call centers are better equipped to face these challenges and to implement the proper improvement strategies."