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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.

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