Customer Experience News & Trends

Contact center leaders: Are you as good as you could be?

Even seasoned contact center leaders need training from time to time. This training may earn you a raise.

Contact center professionals can now become accredited in their profession – a credential that wasn’t available a generation ago.

The International Customer Management Institute (IMCI) just created a new generation of CIAC Certification. The Call Center Industry Advisory Council (CIAC) an international group of practitioners and industry experts, focused on role-specific knowledge, skills and competencies to create training and testing to certify contact center professionals.

It’s helping leaders navigate complex technology, increasing customer demand and personnel issues, says Lisa Minear, a CIAC-Certified Operations Manager at the American Automobile Association.

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