Call center management has
finally emerged as a bona fide profession, not just something someone
accidentally falls into on the way to another career! The last few years have
seen industry certification take hold and gain momentum.
The Senior Partners at The Call Center School have been involved in the
certification movement since its beginning in 1995, serving on the initial Call
Center Industry Advisory Council (CIAC) Board during its formation, and being
an official Training Consortium Partner of CIAC today.
Our faculty members are the first in the industry to earn CIAC Certified Call
Center Management Consultant designation, and our programs are designed to
fully support this certification initiative in the industry.
The following matrices may be used as a guideline to help call center
professionals match the CIAC competencies with the content provided by The Call
Center School's Masters Series web seminar program.
Operations People
Leadership
The Call Center School can also assist workforce planning professionals
in preparing for The Society of Workforce Planning Professionals (SWPP)
specialized certification testing. Those individuals pursuing certification as
a Certified Workforce Planning Professional (CWPP)
will be tested in three subject areas (Planning and Strategy,
Staffing and Scheduling, and Managing Daily Staffing and Service).
Many workforce management professionals have found our classroom courses,
web seminars, books, and other resources invaluable in preparing
for certification in all of these areas. To learn more about our specialized
workforce management training programs, click HERE.
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