Executive Management Boot Camp
5-day consultant-led on-site workshop
Executive Boot Camp is a one week intensive management program on the science and practice of contact center management. Relish five uninterrupted days of strategic and tactical learning, collaboration, discussion and action planning with your entire management team. This consultant-led workshop will culminate in a contact center process improvement and performance improvement plan that can be put into action immediately.
Topics covered in this program include:
Within five information-packed days, your leadership team will learn industry best practices for contact center operations and a common lexicon and terminology that will clarify communications and enable interdepartmental synergy. 4 days of intensive contact center management training is followed by 1 day of hands-on action planning, business plan preparation, presentations and Q&A, with the one-on-one professional guidance of an RCCSP consultant and no distractions.
Deliverables and Tools
Who Should Attend the Executive Management Boot Camp
Many critical best practices in contact center operations can seem counterintuitive to business experience. For example, strategic metrics such as service level, abandonment rate, and calls per agent, while useful measures of overall contact center success, will not reflect, drive, manage, or improve the efficiency of customer-facing contact center activity. Organizations that benefit most from Executive Boot Camp are those where the program is attended by the entire management team, including goal-setting executives, so that contact center concepts, mathematics and dynamics can be learned, processed and understood by all.
Recommended participants include:
Attendees should possess a basic understanding of what a call center is, how calls flow into a center, and basic call center terminology. Course materials are in English, and attendees must possess a high level of English fluency.
Certification and Testing
The Certified Call Center Manager (CCCM) certification is officially recognized by the RCCSP Professional Education Alliance and its members. This is an internationally-recognized certification.
The certification process consists of three parts:
Demonstration of Learned Skills: Participants will complete a five-day instructor-led training course, where they will participate in hands-on learning and group exercises and demonstrate competencies under the observation of a Certified RCCSP instructor. Upon successful completion of the course, an online login and password will be sent by email with instructions for accessing the knowledge-assessment certification exam.
Certification Exam: After the course, participants will have four weeks in which to take the online knowledge assessment exam. The certification exam is comprised of 75 questions and candidates are given 90 minutes to complete the exam. Candidates must achieve at least an 80% score in order to obtain certification.
Certification Project: To be completed within 6 months of completing the course.
Participants will be given a list of project topics and will submit their topic for approval within two weeks of completing the certification exam.
Topics will include items covered in the certification class such as creating and implementing:
To increase the likelihood of every participant successfully completing the certification project, feedback will be provided by the Certification Project Review Committee for the first four weeks after project submission. The Certified Call Center Manager CCCM certification will be awarded upon approval and acceptance of the candidate's completed project.
Your Boot Camp Course Facilitator and Consultant
Your facilitator and instructor for this session will be a industry professional with over thirty years of experience in contact center and IT support management training and executive leadership that will share insightful business-oriented approaches to managing and improving performance in contact centers. Boot Camp facilitators breadth of experiences encompass inbound, outbound, and collections service operations; in business-to-consumer and business-to-business environments; from for-profit, I&R, and government support centers, to IT support and global outsourcing service centers.
With a passion for the Call Center Sciences, RCCSP Executive Boot Camp leaders share, discuss, and help participants deploy scientific research results impacting call center management and caller satisfaction. Research in call center business modeling culminated in the RCCSP Call Center Business Process Framework is presented in a way that synchronizes performance measurement terminology across accounting, industrial engineering, business management, and call center operation disciplines, vastly improving knowledge and information sharing between call centers and other corporate functions.
Having led successful open-enrollment and private training and certification courses for years, RCCSPs elite group of Executive Boot Camp facilitators are popular speakers at US and International call center and outsourcing conferences They are certified to instruct management at multiple levels of contact center responsibility, from strategic executives and directors to operational managers and front-line supervisors.
RCCSP Executive Boot Camp facilitators are skilled industry consultants, each with a decade or more of experience as a corporate executive.
Contact Center Executive Management Boot Camp Pricing
Pricing for an on-site CCEMBC program at your location is determined based on a "Base Fee" for up to six attendees, and a per person fee for each attendee thereafter. On-site fees are all inclusive:
Additional travel surcharges will be charged for travel outside of the continental USA and for seminars scheduled within three weeks, or paid for within three weeks, of the delivery date.
The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:
Arranging the On-Site Boot Camp
An Executive Boot Camp can be confirmed by calling or emailing the RCCSP at (708) 246-0320, or filling in the form below and registering through the shopping cart.
For more training course options, see the entire Contact Center Training Calendar of dates and locations.
For more IT, technical and field support training course options, see the Help Desk, ITIL, and Support Center Calendar.
Terms & Conditions
Seminar agenda and assigned instructors are subject to change.
Payment is due prior to the seminar.
Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another date or member of your company at no additional charge. Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.
On-site training scheduling and cancellation policy. On-site training fees must be paid to reserve a training date. Additional travel surcharges will be charged for travel to training locations outside of the continental USA and for training courses scheduled within three weeks, or paid for within three weeks, of the on-site delivery date.Organizations may cancel up to 21 days in advance of the seminar delivery date for a full refund, less administrative fees of 25% of the base fee.
If for any reason you are unsatisfied with the training, please notify the instructor by the end of the first day. If you decide to cancel the remainder of the training program, the instructor will collect all training materials. Fees paid, less a prorata one-day on-site training base fee plus any travel surcharges, will be refunded.
Cancellation by provider. In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.
Seminar provider is not responsible for losses due to cancellation including losses and penalties on advanced or non-refundable airfares.
In all circumstances, seminar provider's liability shall be limited to fees received.