Overview
CIAC offers certifications in four Leadership & Management roles.
- CIAC-Certified Strategic Leader (CCSL)
- CIAC-Certified Operations Manager (CCOM)
- CIAC-Certified Management Associate (CCMA)
- CIAC-Certified Management Consultant (CCMC)
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The training is same for all the four certifications (CCSL, CCOM, CCMC, CCMA) but the tests will be different. |
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The tests will be on the basis of Weighted Competencies related to the Specific Job Role. |
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For CCSL and CCOM the candidates will be required to complete a Work- Project Assignment. |
Target Audience
- CCSL – Senior Leaders and Executives
- CCOM – Operation Managers
- CCMC – Management Consultants
Course Outline - 4 Competency Domains
- Certification of Proficiency in Operations Management
- Key Performance Indicators
- Service Level Management
- Basics of Workforce Management
- Calculating Cost Per Call/Transaction
- KPI Trade-Offs
- Business Process Improvement
- Analytics and Reporting: Developing Contact Center Communications Plan
- Overview of Contact Center Technology
- Certification of Proficiency in People Management
- Blueprint for Success
- Making the Match
- Finders Keepers
- Setting the Standards
- Don’t know, Can’t, Won’t Model
- Teamwork Template
- Building a Quality Form
- Calibration Corner
- Fundamentals of Coaching
- Certification of Proficiency in Customer Relationship Management
- Basics of CRM
- Understanding & Capturing Customer Expectations
- Leveraging Customer Feedback
- Components of Organization wide CRM Strategy
- Cross-functional Leverage
- Mystery Shopping
- Capital Budgeting
- Certification of Proficiency in Strategic Business Essentials
- Essentials of Strategic Planning for Contact Center Leaders
- Outsourcing Essentials
- Creating a Sales Culture
- Business Case & Project Management
- Performing a Call Center Satisfaction Audit
- Contract Negotiations & Management
- Voice of the Customer
- Overview of Contact Center Technology
A candidate can appear for Training and Certification for individual Competency Domains (Operations Management, People Management, Customer Relationship Management, Leadership & Business Essentials) also.
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