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Certified Contact Center Manager (CCCM)

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Certification by ATCEN

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On-Site / Certification

MYR 4,800.00

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For more info, visit us @ https://atcen.com/certification-programmes/

Certificate of Completion awarded by Western Kentucky University (USA).

The Certified Contact Center Manager (CCCM) is developed for Contact Center management teams. It is a comprehensive program that provides an overview of Customer Experience Management (CEM) 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.

Outline

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

ØVision

ØMission

ØValues

Activity: Developing the Contact Center charter for operational focus

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

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

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

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

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

Speaker/s

Ken Ng

Ken serves as Principal Consultant for The ATCEN Group – the People Development expert. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professionals Association of America, Certified Trainer from Western Kentucky University, USA and holds a BSc in Marketing and Organizational Communication. Ken has been in the forefront of the Asian sales and customer interaction management industry since the mid-90’s and is better known as the “Sifu” to his peers, colleagues, partners and customers.

With more than 25 years of both strategic and operational service, sales and customer interaction experience, Ken is an author of numerous articles distributed internationally and has conducted in-depth research and studies on service, sales, marketing, contact centers and the customer experience in Asia Pacific. Dynamic and energetic, he is a much sought after speaker and has been involved in providing strategic directions for the Asian service, sales, marketing and customer contact management industry through summits, congresses, conferences and knowledge sharing tradeshows. He is nominated by the Customer Relationship Management & Contact Center Association of Malaysia (CRM & CCAM) as one of the notable judges in the highly recognized CRM & CCAM Annual Awards in the individual and operations categories since 2005.

His expertise has led to consulting and performance enhancement engagements regionally with Multi-national Companies, Large Local Conglomerates and Government Linked Companies, where he focuses on the mission critical aspects of Contact Center service, sales, marketing and customer interaction Strategic Sales and Service Blueprint design, Turnkey Contact Center projects, Human Capital Recruitment & Development, Service, Sales & Marketing Framework, People Motivation & Teamwork, Business Development, Key Account Servicing, Business Process Rejuvenation, Performance Management implementation and Contact Center Management.

Ken first became involved with Contact Centers and customer interaction in the mid-80’s while he was still in America. Since then, he has held a variety of leadership, management and operational roles in service, sales, marketing and collections for major service and sales operations. Ken is also a pioneer/owner of the first premier cyber cafe chain in Malaysia and has held key positions in many organizations such as Senior Consultant with the largest Business Process Outsourcing organization in Asia, Head of Technical Support for the Nokia Care Line responsible for supporting the South East Asia and Asia Pacific region, Contact Center and Marketing Consultant for Microsoft Malaysia to Sales and Marketing Strategist for the Kirby Company, USA and many more.

Special Offer

Early Bird Discount – RM4,500

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ATCEN aspires to be Asia’s People and Capacity Development Partner. We believe all individuals can contribute to the betterment of self, the organization and the community. Having played an active role in developing high performance in the human capital of large, medium and small organizations in the Asia Pacific Region, we continue to strive to deliver measurable change in our services.

Established since 2003, we have garnered extensive experience in delivering business training, business events and capacity building engagements for professionals and businesses worldwide.

In our customers’ eyes, ATCEN represents Accountable, Partnering, Integrity and Customer Centric. The ATCEN Team delivers exceptional quality services by empowering our people to fulfil our purpose and mission to develop people and build sustainable capabilities in organizations.

ATCEN’s Affiliations and Partners:

Pembangunan Sumber Manusia Berhad (PSMB/ HRDF): ATCEN is a Class “A” training provider for PSMB (HRDF) and a 5 Star Rated Training Provider.
Ministry of Finance: Registered for training, course/seminar and education management.
Western Kentucky University (WKU, USA): ATCEN is a WKU Asia partner, offering their certification programs for the Asian community. ...

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Call Center Customer Relationship Management Personal Development