Customers Second Generation CIAC Certification Course

An in-depth study course that focuses on the principles and knowledge that equip call center leaders to build effective customer relationships.

Be fully prepared for the CIAC assessment test through ICMI’s Customer Relationship Management Web-Study Course. This course is critical for those who are seeking CIAC Certification in the roles of Strategic Leader, Operations Manager, Management Consultant and Management Apprentice.

Each study segment of the course follows a proven learning method that combines live web-based sessions taught by professional call center trainers, plus reading, exercises, quizzes and self-assessments that you do on your own time. The live sessions ensure that you receive personal answers to your questions, plus motivate you to stay on track to achieve certification.

You’ll begin by exploring key strategic customer relationship management principles, including the impact of customer retention on profitability. You’ll learn a four-step process that is the core of all CRM efforts.

In the second session, you’ll explore service delivery evaluation through surveys, including an in-depth look at survey methodology. You’ll learn the key drivers of customer satisfaction and how to measure each one.

The course then transitions into establishing strategies that support organization-wide objectives and align people, processes and technologies with these goals. The fourth session of the course highlights the importance of a cross-functional approach to customer relationship management and places the responsibility for initiating this involvement squarely on the shoulders of the call center professional. The course’s final section includes actionable guidance on supporting customer relationship management with innovative technology, effective processes and essential employee development.

Finally, you’ll gain valuable recommendations for a final review, taking the ICMI assessment test and information on how to set up CIAC testing.

Designed to prepare participants for CIAC Certification assessment test in Customer Relationship Management, each session will completely cover and fill in any knowledge gaps you have in:

• Customer relationship dynamics, including the 12 key principles of customer retention, expectations, valuation and segmentation.
• Evaluating service delivery, including creating surveys, sampling, key drivers of customer satisfaction and overcoming barriers to serving customers.
• Relationship-building strategies, including supporting call center objectives, CRM strategies, operational models and the keys to aligning people processes and technology.
• Cross-functional leverage, including the quality of the customer experience, communicating the call center’s value and disseminating business intelligence.
• Technologies and processes, including quality processes and people management.

Course Materials

Comprehensive self-study guide including:

• Course content
• Exercises
• Glossary
• Articles
• Multiple-choice quizzes
• Application assignments

Course Schedule

Wednesdays, January 25-March 7, 2012 (skipping Feb 22), 3:00-4:30pm Eastern

Cancellation Policy

Please take a moment to read the cancellation policy.