Q
Manage Learn to apply best practices and optimize your operations.

Call center certification programs for managers and agents

Expert Donna Fluss offers advice on which call center certification program is best for managers and agents.

I am familiar with the CIAC (Call Center Industry Advisory Council) call center manager certification, and I have heard that CIAC certification may soon be available for call center agents. But I am looking for certification for my customer service department as a whole. Does this exist? Is there something like a five-star industry standard certification that I can pursue for my department?
I've watched quite a few call center certification programs and come and go over the years. The program that is currently attracting the most attention, particularly among outsourcers who find marketing value in call center certification, is Customer Operations Performance Center (COPC). I understand that COPC allows certification of either an entire call center or a single process.
This was last published in August 2007

Dig Deeper on Contact center management

Have a question for an expert?

Please add a title for your question

Get answers from a TechTarget expert on whatever's puzzling you.

You will be able to add details on the next page.

Start the conversation

Send me notifications when other members comment.

Please create a username to comment.

-ADS BY GOOGLE

SearchContentManagement

SearchUnifiedCommunications

SearchDataManagement

SearchEnterpriseAI

SearchERP

Close