The
purpose
for
this
program
is
to
give
students
a
deeper
knowledge
of
current
contact
center
management
topics,
operations
and
practices.
Courses
focus
on
the
analytical
skills
to
determine
the
needs
of
the
call
center
industry
and
problem-solving
skills
to
apply
management
to
meet
those
requirements.
In
addition
to
the
development
of
analytical
tools,
emphasis
is
placed
on
communications,
teamwork,
ethics,
and
the
skills
for
managing
diversity
within
the
contact
center
industry.
This
Applied
Management
degree
is
an
excellent
degree
for
students
interested
in
a
career
in
management
and
leadership
within
the
contact
center
industry.
Call Center Professional:
Call Center Management Academic Certificate
(CCP) is a six-course, application based, undergraduate level
certificate program. Students enrolled in this program will learn
about and develop critical call center management skills with
an emphasis on both strategic and tactical call center personnel,
operations, and customer relationship management. This program
provides the forum for understanding, utilizing, and capitalizing
on emerging trends in the call center environment. The CCP program
also places an emphasis on the call center management body of
knowledge aligned with the core competencies established by Call
Center Industry Advisory Council (CIAC).
