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CERTIFIED CONTACT CENTRE MANAGER (CCCM)

Course outline

3 days
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Duration

CERTIFIED CONTACT CENTRE MANAGER (CCCM)

3 days

Overview

The Certified Contact Center Manager ( is developed for Contact Center management teams It is a comprehensive program that provides an overview of Customer Experience Management ( and the role the Contact Center plays within the whole CEM framework It also develops better insights into the challenges of day to day Contact Center operations management focusing on the people, process and technology This workshop is for individuals who leads a Contact Center and needs to develop advanced Contact Center leadership competencies to transform their operations into a successful customer contact Center.

Workshop Learning Objectives

  • Develop an overview understanding of organizational Customer Experience Management
  • Execute effective Contact Center Management operations through an improved understanding of key elements required for high performance;
  • Understand the fundamentals of a high energy Contact Center environment;
  • Develop competency in a Contact Center Manager with the knowledge and skills to manage and maximize internal resources;
  • Gain knowledge on current world class benchmark practices;
  • Develop a deep understanding of performance metrics and how to predict it’s effects;
  • Provide morale and performance boosters for the Contact Center management team.

Who Should Attend?

  • Operations Managers
  • Operations Support Managers
  • Senior Team Leaders
  • Potential Contact Center Managers

Part 2 3 Subjective Questions (60%)

An examination score of 80 percent or higher must be achieved in order to obtain certification.

Day 1: 9:00am –10:30am

STRATEGY

Introduction

  • The Evolution of Customer Service to Customer Experience
  • Differences Between Customer Experience, Customer Relationship Management (CRM) and Customer Service
  • Customer Experience Roles –Senior Management, Marketing, Human Resources, Operations, Sales, Research & Development, IT.

Module 1: Executing Customer Experience Management

  • Understanding the Importance and Role of a Contact Center within the CEM Framework
  • The Importance of a Strategic Foundation for a Contact Center Vision
  • Mission
  • Values

Activity: Developing the Contact Center charter for operational focus

10:45am –1:00pm

Module 2: Customer Relationship Done Right

  • Exceeding Customer Delight –The Way Forward
  • Creating the Branded Customer Experience
  • Service Products vs. Manufactured Products –Key Differences / Key Similarities

Activity: Developing differentiation for external and internal customers in your Contact Center

2:00pm –5:00pm

PEOPLE

Module 3: Controlling Turnover in Your Contact Center

  • Understanding the High Turnover Phenomenon
  • Defining the Turnover Challenge –Positive and Negative Attrition
  • Effective Measures to Manage Turnover Rate

Discussion and sharing: Case study analysis and developing stop-gap measures

Module 4: Recruiting the Right Professionals for Your Contact Center

  • The Importance and Key Elements In Recruiting The Right Professional for Your Contact Center
  • Identifying Your Staffing Philosophy and Procedures
  • Identifying Agent Competencies and Developing Behavioral Interviewing Skills

Activity: The recruitment grid and behavioral interviewing simulation

Module 5: Counsel, Coach, Train and Develop (CCTD) The Contact Center Professional

  • What is CCTD and How it Works in a Contact Center
  • The CCTD Approaches for Various Types of Contact Center Professionals
  • The Practice of Continuous and Consistent CCTD

Role-play: Scenario based coaching role-plays

10:45am –1:00pm

OPERATIONS

Module 6: Transforming Contact Center Metrics to Your Advantage

  • Understanding Contact Center Numbers for Performance
  • The 5 Key Rules of Measurement Techniques
  • Identifying Your Contact Center’s Key Performance Indexes
  • Performance Analysis Tool
  • Determining Metrics Indicators
  • Performance Dashboard Metrics
  • Benchmarking Your Service Level
  • Ownership of Measurements

Activity: Dashboard analysis and evaluation of suitability of measurements to Contact Center objectives

2:00pm –5:00pm

Module 7: Call Forecasting and Staff Scheduling

  • Understanding Inbound Call Volume Characteristics
  • Forecasting Methods –Time Series Forecasting and Explanatory Forecasting
  • Staff Schedule Development –How Many Agents?
  • Developing and Implementing an Effective Roster
  • Developing the Key Components of a Successful Action Plan

Activity: Case study and knowledge sharing on ideal approach to schedule communication for your Contact Center

Module 8: Aligning Contact Center and Personal Strategic Focus

  • Setting Realistic Objective, Goals and Targets
  • Developing the Key Components of a Successful Action Plan
  • Managing Change in a Performance Focused Contact Center

Activity: Self-reflection and goal setting post-workshop

2:00pm –4:00pm

TECHNOLOGY

Module 9: Contact Center Tools and Technology

  • Understanding ACD, IVR and CRM Technology
  • The Purpose and Impact of ACD, IVR and CRM Technology
  • Various Types of e-Support Tools: e-learning & knowledge management

Activity: The Contact Center technology blueprint challenge

Training Methodology

Workshop includes

  • High impact short lectures
  • Experiential learning activities
  • Audio and visual learning enhancements
  • Knowledge sharing
  • Case studies and analyses
  • Instant feedback from the facilitator

Workshop Chronology

0830 Registration

0900 Workshop Begin

1030 –1045 Morning Break

1300 –1400 Lunch

1530 –1545 Afternoon Break

1700 End of Workshop

Chronology applies for Day 1 –Day 3.

For Day 3,

1600 –1800 Examination

Programme scope, delivery arrangements and suitability are confirmed during enquiry.