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Certified Contact Center Manager (CCCM)


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For schedule & registration, please click here


Overview & Objective
This two-day course will cover the basic and advanced topics in Contact Center Management that enable the participants to increase their awareness and knowledge of the latest development of Contact Center in terms of technology as well as management concept. Contact Center Managers will also learn how to develop appropriate plans to integrate the Contact Center within the organization and bring new insights, set visions and lead Contact Center teams. Whether implementing a new Contact Center or rejuvenating an existing one, participants will be prepared for the challenges.

This two-day course addresses the importance of managing the Contact Center outputs and exceeding customer expectations by elevating customer care and professionalism at the Contact Center.

Course Discussions and Exercise
Lots of Peer-to-Peer consulting opportunities and exercises allowing participants immediately apply the contents that they have learnt in class. In-class activities are designed to accommodate a broad range of Contact Center environments.

Certification Procedures
To achieve the Contact Center Manager Certification, participants should attend the two-day course, complete the written exam and submit a project paper. Each participant has 1 month from the course date to complete the written exam. The written exam takes approximately 1hour. All exams are on pass / fail basis. If necessary, a Contact Center Certified Instructor will review your exam and project with you and help you plan for success.

Who Should Attend
Suitable for all levels of staff from Directors to Professionals involved with CRM, Contact Centers/Customer Services, Sales and Marketing. Prior knowledge of Contact Center is an advantage but not essential.


Course Outline

A Strategic Partner To The Business
• Contribution of The Contact Center
• Customer Contact Matrix
• Developing A World-Class Contact Center Framework
• Supply – Demand Ratio for Services

Managing Operation
• SLA and SLM
• Staffing Model
• Workforce Management
• Quality Assurance
• Best-in-Class CRM Benchmarking

Customer Relationship Management (CRM)
• CRM Stages for Analytics
• CRM Implementation Foundation
• Managing CRM Project for Success
• Successful Business Case Study

Managing Customer Satisfaction
• Customer Satisfaction & Loyalty
• Linking Satisfaction to Business Results
• Customer Satisfaction Survey

Planning Customer Satisfaction Research on Contact Center
• Internal Planning
• Determination of Performance Attributes
• Satisfaction Improvement Initiatives

Managing Technology
• Today’s CRM & Contact Center Technologies
• Technology Selection & Vendor Assessment
• Knowledge Management
• Disaster Recovery Plan

Managing People & Performance
• Recruitment, Retention Strategies
• Training and Career Development Best Practices
• Rewards & Recognition Management
• Critical Coaching Skills

Managing A Business Unit
• Competencies of a Contact Center Manager
• Building a Successful Team
• Managing Finance
• Creating Your Business Services
• Interdepartmental Linkage & Effective Communication
• Leadership Behaviors


For schedule & registration, please click here