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Contact Center Certificate

Certificate Number 9010411

The Contact Center Certificate will develop learner's knowledge and skills to serve customers through a variety of contact center technologies. The program is offered on a flexible, part-time schedule to accommodate the needs of employees in contact center occupations. Some courses may be completed through credit for work experience, interactive television, online or in an accelerated format. The Certificate is designed for completion in one or more semesters.

Certificate Completers will be able to

. Use effective communication skills to develop positive customer relationships.
. Utilize positive telephone skills and techniques to manage calls.
. Utilize positive e-mail communications with customers.
. Resolve customer issues efficiently and effectively.
. Describe the technology functions and operations of a contact center.
. Develop processes for reporting and monitoring performance.
. Utilize technology to support, monitor, and improve operations.
. Apply database technology to manage customer services and satisfaction.

Completers will be able to apply credits toward the following programs:

. 101043, Marketing

Curriculum

Catalog No. Description Credits

10-104-150 Contact Center Processes
3
10-104-151 Contact Center Technology
3
10-104-191 Customer Service
3
10-104-101 Selling Principles
3

Certificate Total
12

Course Descriptions

10-104-150 Contact Center Processes...contact center careers, representative skills/abilities, equipment operation, call planning/training, managing the contact process, telephone/voice mail/e-mail etiquette, conflict resolution, stress/time management, performance measurement/support.

10-104-151 Contact Center Technology...evolution of contact center technologies, customer relationship management, basic operations layout, telephone network services, computer-telephone integration (CTI), operations reporting, quality monitoring, data analysis, process improvement management.

10-104-191 Customer Service...develop professional telephone etiquette, explore customer service work environments, identify and analyze customer service failures, resolve problems cost effectively, set complaint policies, and develop communication techniques to handle complaining customers.

10-104-101 Selling Principles...selling as a career; success factors in selling; personality development; product knowledge; and the sales process involving preparation, approach, presentation-demonstration, handling objections, and closing the sale successfully.

For more information, please contact: The Business & Information Technology Department,(920) 498-5435 or (800) 422-NWTC, extension 5435,or contact Enrollment Services at 888-385-NWTC.