Center Director Training and Certification
3-day training course, includes certification exam - $3,695
On-site delivery available
Learn from an industry authority, earn the industry certification
What You Will Learn:
Participants will learn:
Leaders set the direction in contact centers. This executive-level strategy class is designed to help contact center leaders chart a course to more productive, effective, and admired operations that generates high levels of satisfaction and customer loyalty through each interaction.
Utilizing a participative approach that combines expert content, in-class discussion, networking and idea-sharing, and case study exercises, attendees will explore the multitude of strategic options that drive contact center value. This class integrates fundamental issues such as setting objectives and optimizing technology with current themes implementing non-traditional outsourcing and home-worker options. The result is a relevant course that offers actionable, strategic content that can re-shape the future of your operation.
Along with the insight and networking relationships, participants will also walk away with templates and tools that transform thoughts into action. You will return to the office with new ideas and a clear path for instituting positive changes.
Deliverables and Tools
Who Should Participate
The Contact Center Director Certification training course is ideal for professionals responsible for support center planning, funding, performance management, reporting, operations, or implementation of performance improvement strategies. Participants that will benefit most from the course include operations executives, directors, designers, and senior managers.
Attendees should possess an strong understanding of business concepts and a solid understanding of contact center functions and direction. Course materials are in English, and attendees must possess a high level of English fluency.
Chapter 1 - Introduction and Delivering Value in a Contact Center
Chapter 2 - Creating a High Performance Culture
Chapter 3 - Devising an Access Strategy
Chapter 4 - Sourcing the Work
Chapter 5 - The Voice of the Customer
Chapter 6 - Optimizing Technology
Chapter 7 - Funding Your Center
Chapter 8- Improving for Tomorrow
Attendees of this course will have an opportunity to earn the CCCD industry credentials. A thorough knowledge of the material imparted in this course will prepare candidates for the following certification exams:
The Certified Contact Center Director (CCCD) certification is officially recognized by the RCCSP Professional Education Alliance and its members. This is an internationally-recognized certification.
The certification process consists of 3 parts:
Class Attendance: Participants will complete a three-day instructor-led course, where they will participate in hands-on learning and group exercises and networking 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 certification exam.
Certification Exam: After the course, participants will have four weeks in which to take the online certification exam. The certification exam is comprised of 60 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.
To increase the likelihood of every participant successfully completing the certification project, feedback will be provided by an RCCSP Project Review Team member. The Certified Contact Center Director (CCCD) certification will be awarded upon approval and acceptance of the candidate's completed project.
The per student registration fee for this training and certification program is $3,695 and includes:
Class begins at 9:00 AM and ends at 5:00 PM each day. Business casual attire is appropriate. No jeans or sneakers please.
Register securely online with confidence or please call (708) 246-0320.
In-house, on-site training offers the added benefits of facilitated team interaction; a confidential environment where plans, processes, and policies can be openly discussed; minimized travel costs; and little or no travel time. For support centers with a number of executives and managers, on-site training can maximize your training investment.
Pricing for an on-site course delivered at your location is determined based on a "Base Fee" for up to four 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 onsite delivery date.
The customer site must provide suitable meeting space, any desired meals or refreshments, and the following presentation supplies:
Request In-House Training
More Training and Certification Courses
See the complete calendar of RCCSP Professional Education Alliance Contact Center Training dates and locations.
For more IT, technical and field support training course options, see the RCCSP Help Desk, ITIL, and Support Center Calendar.
Terms & Conditions
Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.
Seminar agenda and assigned instructors are subject to change.
Public Training Terms & Conditions
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. Cancellations within fourteen days of the seminar start date will be subject to an administrative fee of $400. Registrations may be transferred to another member of your organization at no additional charge. As seminars can be cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.
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 on advanced purchase airfares. We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.
On-site Training Terms & Conditions
On-site training fees must be paid at least three weeks in advance to reserve a training date and instructor. 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.
On-site training cancellation policy. Preparations for training delivery
will commence upon the receipt of payment in full. 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