|What some past attendees say...
"This course was very helpful, well-paced, well-developed, and impactful,
with an instructor full of great knowledge and real world experience. This
will result in quick solutions for some of my team's issues. I've learned
ways to improve CSR coaching, motivation and performance, and have identified
more positive ways to track and present our performance results. Despite
several years in the support center, I am leaving this course with fresh
ideas and a greater understanding of how to optimize performance. This course
goes beyond what needs to be done and delivers how to do it."
-- Operations Manager, Change Healthcare
"I am beyond grateful for having had this opportunity. My first impression
of the RCCSP Professional Education Alliance course was that it would be
overly difficult, but I found this not to be true. I have never experienced
such useful information in a contact center training course before. I was
impressed with the processes suggested and the research provided in support
of them. The knowledge of the instructor was mind-blowing. This will truly
impact change, beginning with an updated hiring process, implementation of
workforce management, and right-sizing the workload and responsibilities
of our supervisors."
-- Supervisor, Vanderbuilt University Patient Access Center
"Overall, very informative with a more thorough and easier-to-follow outline
than other call center management courses I have attended. The instructor
kept the course fun and on track, and described multiple options and unique
ways other contact centers handle various situations and scenarios. Analytics
were provided to back up content and feedback presented. After attending
this training, our management team will improve our IVR, coaching processes,
inter-departmental communications, interviewing processes, provide more resources
to CSAs, and will reduce ASA. Five out of five stars for course content,
quality of the materials and tools, value of the certification, the instructor's
knowledge and teaching ability, and RCCSP's professionalism."
-- Contact Center Manager,
"A Godsend. This is exactly what I needed -- soup to nuts -- and much
more comprehensive and specific to call center management than other call
center trainings I've attended."
-- Regional Contact Center Manager,
Medical Transportation Management
"This course has been very informative and the pace was easy to follow.
Coaching sessions will be more effective, reporting will be more easily
understood, and our center will now be staffed appropriately. I've learned
what I needed to become a successful leader and manager."
-- Manager, Customer Support,
Titan Gas and Power
"Information in this course is invaluable. The RCCSP Alliance is very
in tune with present day contact centers, and this course touched on key
areas for development. I will likely now be implementing the RCCSP coaching
planner and will have conversations with WFM regarding shrinkage and year
over year call volume forecasting as well as conversations with my team about
staffing and attrition. I look forward to sharing what I've learned here.
As I said, the information is invaluable."
-- Sales Manager, Rollins Inc.
"I am well impressed with this very informative, fun and engaging course
and excited about the certification. I'll absolutely attend RCCSP training
again. Every call center leader should take this course."
-- Service Desk Manager,
Brandt Information Services
"Loved it! This was one of the best education courses I've ever attended.
Loved the format. The instructor was great. Again, one of the best I've
-- Manager, American Equity
"This training blew all other call center training courses out of the
-- Assistant Manager,
Wright-Patt Credit Union
"Informative and enlightening. The material covered was relevant. The
instructor knowledgeable and humorous. After completing this course, I can
and will create a library of standard operating procedures, use the Erlang
calculator to assess current and future staffing needs, and make better use
of metric key performance indicators."
-- Call Center Manager,
Chip Reward, Inc.
"This was an extremely beneficial experience. This class helped me identify
the areas of my call center that need improvement and provided the guidance
for improving them, such as establishing SOPs, performing a skill gap analysis,
and tracking attrition rates. Based on my experience in this class, I would
highly recommend it to my colleagues and I will look into taking additional
-- Manager, Universal Property & Casualty Insurance Co.
"The RCCSP is very knowledgeable and very informative; it was more than
I expected, honestly. The trainer had a lot of experience and the different
viewpoints of other call center managers and executives in this program was
very valuable. We plan to use this training to formalize our processes and
implement a new call center."
-- Resolution Team Manager, Civitek
"The organization of the class and depth of information provided is extremely
valuable. I began learning on the first day. What I learned here will be
valuable to my department and to my company as a whole."
-- E-Commerce Process Supervisor, Cenetek
"After attending this course, we will now be including factors that allow
us to get to a more realistic picture of what Service Level target can be
achieved and the true cost of operations. I would attend another RCCSP course
in the future. However this course has provided more than enough to
incorporate over the next 18-24 months."
-- Customer Service Operations Coordinator/Help Desk Manager, ASM
"RCCSP's tools can help propel a business to endless possibilities. If
we implement all the tools provided to us in this one week, our call center
will be a whole new world, for the better, with increased production, revenue,
staff quality and morale. RCCSP knows its business and will help us grow
-- Compliance Supervisor, Lincare
"Very dynamic course with current contact center materials to address
today's challenges. The instructor provided us with several tools to be
successful and to better align our organizational goals with real measures
of success. This training is a great value."
-- Assistant Director, Vanderbilt University Medical Center
"Super informative. A must for all call center managers."
-- Customer Service Section Leader, Florida Fish and Wildlife
"The RCCSP trainer was very knowledgeable and able to apply that knowledge
to our scenario quickly. In other call center courses I've attended, information
was presented in a way that was difficult to apply to day to day operations.
Not here. This entire course was extremely helpful, practical, easily understood,
and applicable to our daily operations."
-- Director of Call Center Optimization, The Linde Group
"I am so glad I found this opportunity. I can now develop metrics and
standard operating procedures that our agents will understand and that will
help us improve in many areas. I will absolutely attend other RCCSP training
-- Manager, Telecomm Call Center, Dartmouth Hitchcock Medical Center
"After attending this course, I will be able to improve our coaching and
training process dramatically, and will also be able to staff the center
more effectively. RCCSP delivered the best training experience I have ever
had. I feel as if I have learned more in four days then I learned in all
my years at call centers. "
-- Supply Manager, Lincare
"RCCSP offers an excellent training program that has shed light on many
gaps in our center. We will be making changes in training and monitoring
to help our center become more efficient and produce more knowledgeable call
specialists. Absolutely impressed with RCCSP's professionalism, knowledge
and delivery of service and information."
-- Assistant Manager, United Way of Greater Houston
"This instructor was hands down the best trainer I have ever experienced.
Each moment was filled with useful information presented in ways that kept
me captivated. This is a must for all managers. There was not a topic that
would be considered a waste of time. Money well spent. I can't wait for another
-- Reservations Supervisor, Enterprise Rent-a-Car
"The instructor was incredibly helpful, knowledgeable and insightful.
Materials are very well put together, extremely detailed, incredibly well
targeted to our business model, and adaptable to our very different teams
-- Insurance Support Supervisor, EHI Holdings
"This training experience was outstanding! I can't say enough complimentary
things about the instructor. She did an excellent job facilitating training
- very interactive and informative. It was an overall good experience that
I'll be sharing with management of my company and my colleagues in the
-- Manager, Contact Center Operations, Trellis
"This course was very well organized and paced. I enjoyed the content
and presentation style of the instructor. Each day effectively builds on
the preceding days' information and was logical. I now have the ability to
utilize reports and data to more efficiently manage the call center and conduct
more effective coaching sessions. I am impressed with the RCCSP Alliance
and its members as a certification body. They take the trainings and
certification process very seriously.
-- Human Services Senior Manager, United Way of Southwestern
-- Vice President, Affordable Housing Management Association of East
"Very impressed with the program. Awesome. Great material. Easy to follow.
I have learned so much in four days! The instructor was amazing, funny and
knowledgeable and provided a great cohesive learning environment. Most beneficial
course I've taken to date.
-- Senior Manager Workforce Planning, Goodwill Industries
"This is totally awesome for up and coming centers. The course gives great
insight and knowledge on how to successfully operate a contact center. The
instructors are very thorough and knowledgeable. I anticipate positive changes
in workforce management, coaching, shrinkage, and metric reporting as result
of this course."
-- Emergency Status System (ESS) Director, State of Florida Agency for
Health Care Administration
"I will be able to lead more effectively with the knowledge I gained from
this course. I have a better understanding of call center operations, metrics
and more. I can make better decisions about which department projects will
have the greatest positive impact. RCCSP is professional and
-- Director, Member Help Center, Wright-Patt Credit Union
"There are so many positive changes that will result from my attendance
in this course, for example, better coaching and training with the correct
understanding and application of metrics. The RCCSP Alliance has professionals
and experts in call center management that possess a thorough understanding
of the underlying science. They have converted scientific knowledge into
useful tools and data."
-- Customer Service Assistant Manager, Slavic Integrated Administration,
Inc., Slavic 401K
"These are incredibly helpful Industry leaders and experts teaching you
the science of call center management. We will now be capturing metrics,
staffing effectively, performing high-impact quality monitoring, coaching,
and implementing best practice hiring. This course takes out the need to
improvise, which is exactly what we had been doing."
-- Head of Business Needs, United Way of Northeast Florida (October
"Very 'real life' learning examples supported by underlying call center
science = awesome."
-- Benefits and Disability Supervisor, Medtronic
"Excellent! Very detailed and informative with a lot of good take-away
tools. Instructor knowledge and teaching ability was off the scale. This
is a very professional organization. I learned a lot and I am excited to
take more RCCSP courses."
-- Director of Patients and Practice Support, Novason, Inc.
"This course was loaded with information and the instructor clearly understood
call centers well. Our organization got a lot out of this class: Understanding
the metrics better, how to coach more effectively, and numerous call center
techniques .Very intense, a lot of information, but incredibly helpful, valuable
and relevant info! Great organization! I worked with RCCSP from scheduling
the training to the delivery of training, and they were awesome."
-- Fraud Center Manager, Jack Henry & Associates
"The positive changes to our call center as a result of this training
are too many to count. This well-rounded course is a great tool and has brought
a great amount of knowledge to the bank already."
-- Senior Vice President, Bank of the Sierra
"RCCSP CCMC training is unbelievable! I look forward to helping our staff
understand occupancy and adherence and teaching the supervisors coaching
techniques and how to use RCCSP's coaching planner."
-- Director, Customer Support, JHA (September 2018)
"This course was such an eye-opener to what is and the possibilities of
what could be in the future - greater employee satisfaction, improved customer
experience, and improved performance overall, from the use of the IVR to
the use and implementation of standard operating procedures. Very well prepared
course and good materials."
-- Operations Manager, Bank of the Sierra
"I would attend another RCCSP training or certification program. Definitely!
They presented good solutions to common contact center problems. After this
learning experience we will have better training materials for our staff,
separate coaching from performance reviews, and will be hiring candidates
that are a "better fit" for the center. While very knowledgeable, the RCCSP
instructor was able to give examples that made sense for us. A lot of 'Ah
-- Supervisor, JHA
"Good, up-to-date material is provided in an easy-to-understand presentation.
RCCSP's robust certification process certainly adds value to this training.
The emphasis on passing an exam ensures the knowledge is retained and useful
on the job. The certification project requirement ensures a positive return
on investment to the business. I look forward to taking some of RCCSP's more
advanced courses after this experience."
-- Manager, EHI Inc.
"Top notch organization. Very informative training I'll be going to RCCSP's
Director training next year."
-- Supervisor, Cox Automotive
"This course helps attendees understand the metrics, technology, and unique
complexity of a call center environment. After this course, I have the ability
to fully diagnose areas for improvement. I have a very positive impression
of the RCCSP certification organization."
-- Vice President, Member Contact Center, Technology Credit Union
"The RCCSP instructor did an excellent job. She is extremely well informed.
She shared a wealth of knowledge and expertise with our class. I now have
an entire list of improvements from this class that I hope to implement after
prioritizing them over the next 2-3 years: Behavioral-based interview forms,
revamping our quality monitoring form, agent metrics, creating call center
attrition reporting, and new training modules (additional). This class was
certainly more comprehensive than any other call center training course I've
attended in the past."
-- Manager, Summit County Ohio 2-1-1 Info Line
"This training was very high quality given by a very knowledgeable instructor.
Concise materials and interactive exercises were helpful. I've learned creative
ways to interview and screen employees, have a better awareness of shrinkage,
and know how to create metric scorecards. I think this course will greatly
benefit our agency and I feel attending another advanced RCCSP training course
would absolutely help further improve our center. I've only attended "symposiums"
in the past that can't compare to this rich 4-day comprehensive learning
-- Customer Care Director, Defense Finance and Accounting Services
"Better coaching and standard operating procedures will result from my
attendance in this course. RCCSP demonstrates excellent call center industry
knowledge and professionalism when delivering call center management
-- Director of Sales, Orkin LLC
"The RCCSP Professional Education Alliance is a useful ally. They have
-- Service Manager, Community Information Centre of Ottawa
"This is a very informative and educational class delivered in a fun,
interactive manner. I am returning back to work with a wealth of knowledge
that will benefit the organization, my co-workers and myself -- a more concrete
measuring system for quality monitoring, improved hiring processes, metric
performance scorecards, and improved coaching techniques. It was an amazing
course. It has a very robust curriculum that touches on every area that you
could possibly need to manage a call center. The course is designed to apply
to real life situations and it is very hands on, which makes the material
that much more fun and interesting to learn. After taking the course, I feel
confident that I now have a clear vision of what to do to get my call center
to the next level. I highly recommend this course. It is the BEST course
I've ever taken. Every minute of it was worth it."
-- Call Center Manager, Allergen
"5 out of 5 stars from me for the instructor's knowledge and teaching
ability, course content and coverage, quality of the tools and materials,
RCCSP professionalism, and value of the RCCSP certification."
-- Director of Tech Helpline, Florida Realtors
"This training is going to help so much! There are just too many positive
changes to count. Way better than any other call center management
training course out there."
-- Assistant Scheduling Manager, Comprehensive Health Services
"For someone who has never worked in a call center environment, after
attending the RCCSP CCCM training, I feel very confident, knowledgeable,
and well equipped to accept the challenge to manage a call center. I personally
believe that every call center should invest in this training for their
management team, as it is an eye opener, especially with respect to the correct
meaning and uses of metrics. The RCCSP trainer delivered the material in
a detailed, professional and fun way which made it easy to learn. I wished
it could have continued for another two days. I cannot wait to take my next
-- P. Bent-Hall
"RCCSP is one of the best educational academies I have attended. It surpasses
other call center training programs. The content is detailed, well arranged
and the instructor was superb. I intend to send my trainers to this training.
It helps new supervisors understand metrics, KPIs and schedule adherence
factors. Given the opportunity, I will most certainly attend another RCCSP
certification training program."
-- Superintendent, Tucson Water
"Very beneficial. We will do a better job of onboarding, coaching, refresher
training, and communication style profiling. These instructors are knowledgeable
and able to answer your questions. RCCSP is the 'go to' for industry
-- Supervisor, Ellucian Company