Certified Sales & Service Contact Center Manager (SSCCM) Certification Assessment by MTF Institute
β 4.51/5 rating
π₯ 12,578 students
π August 2023 update
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- Course Caption: Certified Sales & Service Contact Center Manager (SSCCM) Certification Assessment by MTF Institute 4.51/5 rating 12,578 students August 2023 update
- Course Overview
- This ‘Contact Center Manager Professional Certification’ program uniquely equips current and aspiring leaders with strategic and tactical expertise for modern sales and service contact centers. Emphasizing customer experience (CX) as a differentiator, the course focuses on cultivating high-performing, customer-centric environments. Participants master the synergy between technology, human capital, and data-driven decision-making to exceed objectives. The curriculum promotes transformational leadership, preparing managers for digital disruption, evolving interaction channels, and scalable operations. Designed for professionals elevating their contact center from a cost center to a strategic driver of revenue and retention, it integrates the latest industry trends and an August 2023 update for maximum relevance.
- Requirements / Prerequisites
- Ideal candidates possess foundational experience in customer service, sales, or contact center operations, plus a basic understanding of call center dynamics. A strong interest in leadership, process optimization, and technology application is highly beneficial. This certification is perfectly suited for team leads, supervisors, and junior managers aspiring to advanced leadership roles.
- Skills Covered / Tools Used
- Strategic Leadership & Vision: Crafting a clear contact center vision, aligning with organizational goals, and fostering a culture of continuous improvement and customer advocacy.
- Customer Experience (CX) Design & Management: Designing seamless customer journeys, utilizing mapping, feedback analysis, and personalization to elevate brand perception.
- Performance Metrics & Analytics: Mastering key sales/service KPIs (CSAT, NPS, FCR, AHT, conversion rates). Leveraging analytics/BI tools for actionable, efficiency-driving insights.
- Workforce Management (WFM) & Engagement: Implementing effective forecasting, scheduling, and capacity planning. Optimizing agent availability via WFM software; developing high employee engagement programs.
- Omnichannel Strategy & Digital Transformation: Managing integrated customer communication across voice, email, chat, social media, and self-service. Optimizing AI chatbots, virtual assistants, and RPA for efficiency.
- Quality Assurance & Coaching Frameworks: Establishing robust QA processes for monitoring interactions, identifying gaps, and providing targeted feedback. Developing coaching for agent growth.
- Conflict Resolution & De-escalation: Advanced techniques for handling complex complaints, resolving team conflicts, and de-escalating tense situations to protect brand reputation.
- Technology Integration & CRM Optimization: Strategic deployment of CCaaS platforms, CRM systems, and other technologies to streamline operations and enhance data visibility.
- Compliance, Security & Risk Management: Navigating regulatory requirements (GDPR, PCI DSS), implementing robust data security, and developing contingency plans for business continuity.
- Sales Enablement in Service Context: Training agents to identify and act on sales opportunities during service interactions, employing ethical upselling/cross-selling to benefit customers and drive revenue.
- Benefits / Outcomes
- Certified professionals will gain accelerated career advancement into senior leadership. They acquire abilities to strategically transform operations, significantly improve customer satisfaction, and directly contribute to revenue growth. The certification enhances data-driven decision-making and equips managers to implement cutting-edge technologies. It provides industry-recognized credentials, validating proficiency in modern contact center management, establishing them as an authority.
- PROS
- Industry-Validated Expertise: MTF Institute backing and 4.51/5 rating (12,578 students) ensure strong validation of capabilities.
- Current & Relevant Content: August 2023 update guarantees curriculum reflects latest trends, technologies, and best practices.
- Comprehensive Skill Development: Covers strategic leadership, CX design, WFM, analytics, and omnichannel strategies.
- Career Advancement Potential: Enhances professional profile, making you competitive for senior leadership roles.
- Improved Operational Efficiency: Empowers you to optimize performance, reduce costs, and boost customer satisfaction/sales.
- CONS
- Professional certifications typically involve a considerable investment of time and financial resources, which might be a limiting factor for some.
Learning Tracks: English,Business,Sales
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