Contact Centre Certificate Programs

Contact Centre Management Certificate Here are the five courses:

• Foundations of Contact Centre Management
• Best Practices in Quality Monitoring and Coaching
• People Management
• Employment Law and Conflict Resolution
• Oral & Written Business Communications

Workforce Management Certificate

• WorkForce Management Fundamentals
• Planning
• Forecasting
• Scheduling
• Intra-Day and Reporting

Does training and development really make a difference?

Thanks for visiting this page. In one of the most ambitious attempts ever to quantify the value of all learning and development in an organization , The consulting firm Accenture examined more than 250,000 employee records containing detailed information about training, cost rates, total time with the company and promotion dates.

The researchers then split the employees into two groups: the 50% that received the most training and the 50% that received the least.

After comparing the two groups, the researchers found that the group that had received the most training:

• were 17% more productive
• performed at 20% higher levels relative to their peers
• stayed with the company 14% longer