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New Training Programs for Call Centers

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TMCnews Featured Article


April 17, 2013

New Training Programs for Call Centers

By Ashley Caputo, TMCnet Web Editor


The first part of creating a call center that improves an organization’s customer service is the education of the agents, as their job is to have a one-on-one conversation with the customers, helping to answer or solve any issues at hand. But like every other job, this requires a level of education and training that can only be reached through programs.


BenchmarkPortal (News - Alert), a provider of call center expertise, offers certification sessions and training classes for call centers that want to take their customer service experience to heightened levels of satisfaction, and they aren’t the only company that is doing do. The International Customer Management Institute (ICMI) has added a few more courses to its summer training program. With more and more institutions offering call center training and education, it is clear that it is becoming an important issue in the industry.

The ICMI will offer three training symposiums that are designed to help call centers reach the highest level of success."Quality training is essential for customer service management success -- especially for those expected to teach others," said Justin Robbins, Training and Development Manager for ICMI. "The focus of both newly developed courses is to provide call center leaders with the necessary tools to achieve excellence within their centers."

For BenchmarkPortal this notion also holds true (as one of the world’s largest database of contact center metrics) especially for its certification program. The reason why organizations want to achieve call center certification is the simple fact of making sure that they are operating to their standards and the standard of one of the most prestigious call center experts. If a call center does not possess that quality just yet, it can attend BenchmarkPortal’s management training, which teaches practical problem-solving and best call center practices.

BenchmarkPortal has already gained a reputation for its certification programs, and now its government-supported call center operations. Recently it has taken on a government sector initiative with its Federal Service Improvement and Results Validation (FED S.I.R.V.) Performance Solution which will help federal, state, and local government contact centers. It has already assisted the Federal Reserve, IRS, FBI, the military and the Treasury Department, so it is fair to say that they are a trusted organization in the industry.

For more information about BenchmarkPortal’s training programs, click here.


Edited by Rory J. Thompson







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