Call Center Certification Course Now Available in Denver
July 22, 2011
By Susan J. Campbell
, TMCnet Contributing Editor
BenchmarkPortal (News - Alert) is excited to announce a new call center certification course location in Denver, Colorado. Offered at American Family Insurance, the next course is scheduled for September 13-16. For those electing to attend, a bonus day will be offered in Social Media Certification.
The course as a whole focuses on Management Certification and is comprised of 10 information-rich modules, including discussion, lecture and learning activity case studies. Course attendees will learn practical problem solving and current best practices. BenchmarkPortal is also offering a summer sale for the new Denver course. Those who register by August 15th can receive a $200 discount by using the promotional code: DENVERSUMMER.
The three-day course will cover such topics as organizational leadership, benchmarking, analytics and reporting, human resources, self-service, quality monitoring and coaching, knowledge management, customer satisfaction, technology enabled processes, the basics of workforce forecasting and scheduling and call center technologies.
Course curriculum is designed to drive call center certification and enable call center leaders to be better equipped to manage the call center and strengthen relationships with other departments. The takeaways from this event are sure to make a real difference for call center leaders and their teams.
This call center certification curriculum was originally developed by Purdue University’s (News - Alert) Dr. Jon Anton. Bruce Belfiore, Dean of the College, Dayne Petersen, Lead Instructor, and their staff of industry experts have expanded and updated the material to fit the challenges of the call center today. The class sizes are purposefully minimized to ensure one-to-one interaction with instructors and effective networking opportunities.
Course participants are typically call center managers, directors and vice presidents. Complete course documentation is provided for each call center certification attendee. A comprehensive workbook with more than 100 pages and a sample case study is provided to each participant. When applying the new skills within the call center environment, the study materials make for a great reference.
Once the course has been completed, alumni become part of the BenchmarkPortal online community. All members are entitled to a complimentary Benchmarking Report and webex-style “read out” of their benchmarking results with their college instructor following the course. The interactive classroom work in addition to the personalized focus on individual challenges and needs is an approach considered to be unique to BenchmarkPortal’s call center certification program.
Any call center leaders interested in pursuing call center certification with BenchmarkPortal in Denver should register today!
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
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Edited by Jennifer Russell