Certified Contact Center Strategic Leader (CCCSL): Certification of Proficiency in Business School Essentials & CRM - Nairobi

9-11 June 2008

Norfolk Hotel Nairobi, Kenya

An Overview:

Contact Center Certified Strategic Leader CCCSL is a Practical Learning & Certification program designed specifically for call center managers, directors and leaders. To successfully run call center operations, the leaders of the business must have skills in strategic planning, organizational design, operations management, financial management and decision-making, business process improvement, risk management, staff planning, technology, vendor management, facilities planning and more. In every business there are various inter-dependencies, these are particularly sensitive in a contact center environment. This makes it imperative for all contact center leaders to understand all aspects of the business.

CCCSL is a practical learning program designed to equip call center leaders with skills and competencies applicable to the unique and specialized world of call center operations to achieve business excellence. CCCSL is not a mere training program. It is in absolute sense a ‘Learning Program’, must for all contact center leaders.

A Contact Center Certified Strategic Leader will be a fully qualified and skilled resource in all functions of a contact center - cognizant of financial implications of operational trade-offs while appreciating people aspects and capable of utilizing technology for optimization.