Service Untitled wrote a post about the “Difference in Roles” in a service organization.  His three definitions are Support, Account Management, and Consulting.  I think that he’s missed his naming/definitions a little bit, but let’s play along for the moment.
Support is the least involved and consulting is the most involved, with account management in the middle.
Based on […]

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I recently purchased ICMI’s Call Center Customer Relationship Management book for my client.  This is one of the books that is specifically aimed as a study guide for the CIAC certifications, so I’m happy to have it on hand. I’ll be reading through it over the next few weeks.  The book is a few hundred […]

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Recently, I purchased two assessments from CIAC in my quest to become CIAC certified. They have four total, each at a price of $15.  The tests consist of 20 multiple choice questions (untimed) that are taken online.  At the end of the test, the system kicks back your score, whether you’ve passed based on your target […]

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Certification is not a new concept. It has been around for many years - MCSE (Microsoft Certified Systems Engineer), SUN Certified, Unix Certified, CompTIA Network+, Oracle Certified, Benchmark Portal Certified Call Center Manager, PMI Project Management, and a multitude of others are out there.  One of the questions that has to be asked: “Is it […]

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I’ve set up some forums that may be of interest to people reading this blog.  Please feel free to forward the information on to anyone that you’d like — they’re free to use and I will be working on driving traffic to them as well.  They have been setup as of today, so make sure […]

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On December 7th, 2007, I completed training and certification with the College of Call Center Excellence.  This course was created by Dr. Jon Anton, one of the premier authors on the topic of Customer Satisfaction and Call Center Management.  It is given in conjunction with the Purdue University’s Center for Customer-Driven Quality and Benchmark Portal, […]

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Certain industries have been established for decades and have very stringent requirements with their testing.  Others have certifications that are worth no more than the paper that they’re printed on, similar to degree mills.  The Call Center industry, as one of the newer full scale industries, doesn’t have a global standard yet.  There are certain […]

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