Contact Center Certified Strategic Leader (CCCSL)

11-13 February 2009

the Victoria Crown Plaza Hotel Lagos, Nigeria

Contact Center Certified Strategic Leader (CCCSL)

Certifited by The Call Center School, USA

Brought to you by LiveBean in partnership with Aitec Africa

MODULE 3: Certification of Proficiency in Strategic Business Esentials and CRM

11-13 February 2009

Victoria Crown Plaza Hotel, Lagos

An Overview

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

Purpose

CCCSL program aims to enhance the level of performance of contact / support centers through the medium of advancing skills & knowledge of professionals managing the business.

• Equip contact center professionals with skills & competencies to optimally manage their contact center operations for superior customer & client satisfaction, superior financial performance and higher employee satisfaction
• Transform generalists in to Subject Matter Experts in the field of customer contact management
• Enhance the quality of delivery of the industry on the whole, thus offering clients quality based value rather than just cost arbitrage
• Create an environment of continuous improvement based on subject matter expertise and not merely statistical tool.
• Prepare qualified industry leadership for the future

The Modules

There are three modules to attend and pass in order to become a fully qualified contact Center Certified Strategic Leader (CCCSL):

• Certification of proficiency in Operations Management (24-26 September 2008, Victoria Crown Plaza Hotel, Lagos)
• Certification of proficiency in People Management (24-26 November 2008, Victoria Crown Plaza Hotel, Lagos)
• Certification of proficiency in Strategic Business Essentials & CRM (11-13 February 2009, Victoria Crown Plaza Hotel, Lagos)

For more information please email :info@aitecafrica.com

To register click on "Registration" above or email: info@aitecafrica.com