ICMI PROFESSIONAL CERTIFICATION

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1 ICMI PROFESSIONAL CERTIFICATION Contact Center Management Competencies The ICMI Professional Certification Contact Center Management Competencies specify job role-specific knowledge, skills and abilities for superior leadership and management of a contact center. Global in scope and definition, the competencies are modeled to drive results-based outcomes in all aspects of contact center management across four domains of responsibility: Leadership People Customers Operations & Technology The ICMI Professional Certification Contact Center Management Competencies apply to contact center leadership and management professionals in the following job roles: Contact Center Strategic Management: ICMI-Certified Strategic Leader Contact Center Operations Management: ICMI-Certified Operation Manager Contact Center Management Consultant: ICMI-Certified Management Consultant Contact Center Management Partner: ICMI-Certified Management Partner 1

2 The competencies are designed in a building-block format with knowledge and skill requirements progressing starting with the CCMP designation. Unless stated specific to a genre, the competencies apply to inbound, outbound and blended contact centers. I. DOMAIN: LEADERSHIP CCMC CCOM CCMP I. A. Defines the Business of Contact Centers Identifies and quantifies factors critical to the success of inbound, outbound and blended Identifies business drivers for inbound and outbound contact centers. Defines the contact center s role in creating and retaining profitable customer relationships. Identifies types and functions of contact centers and their roles in an organization. contact centers to achieve business objectives. Translates the contact center environment to facilitate stakeholders understanding and support of business needs. I. B. Provides Leadership Defines and promotes the contact center s role in the organization and impact Describes ways to influence strategic thinking and develop strategic awareness. Identifies the contact center s contributions to organizational and customer Describes how to develop the contact center s strategic value. on stakeholders to value to define its value maximize its strategic proposition. 2

3 CCMC CCOM CCMP value and return on investment. Creates a contact center Uses leadership skills and Creates a work environment to Defines leadership attributes infrastructure to enable techniques to inspire and positively influence the and traits. and support performance guide others, gaining their behavior of contact center excellence through a sense acceptance of ideas and plans. personnel and motivate of purpose and commitment to achieving the cooperation. center s mission. Defines and manages to Identifies common leadership Implements a consistent, Compares and contrast agreed accountabilities to challenges in contact centers. proactive management focus leadership and management. ensure contact center to ensure contact center management personnel personnel are actively take ownership for the engaged in achieving center s performance to performance and customer goals. satisfaction goals. Develops contact center Implements and policies and procedures to communicates contact center facilitate decision-making policies and procedures to and provide guidelines, drive operational consistency, standards and efficiency and quality in the requirements for business handling of customer 3

4 CCMC CCOM CCMP operations. interactions. Articulates the Exhibits professional, ethical Demonstrates behaviors that organization s core values and social conduct and model the organization s core to instill commitment to responsibility. values. living the values in all aspects of contact center activities. I. C. Plans and Develops Strategy Creates a mission statement to define the contact center s business purpose and commitment Defines the purpose and characteristics of a mission, vision and values statement. to stakeholders. Creates and articulates a Describes how to create a Defines the framework for compelling view of the shared vision and gain buy-in. aligning tactical activities with future direction of the the contact center mission, contact center to engage vision and values. and motivate others toward a common goal. Communicates the contact Identifies actions to build Translates the contact center center mission and vision stakeholder commitment to mission and vision to ensure to build stakeholder the contact center mission and center personnel know how consensus and linkage to vision. their job relates. 4

5 CCMC CCOM CCMP organizational objectives. Defines and communicates Identifies linkages between contact center objectives, contact center objectives and goals and strategies to organizational and customer achieve organizational and objectives. customer objectives. Creates a strategic Describes the benefits and Creates an annual operating Defines project management business plan to components of a strategic plan and related project plans terms and steps. communicate the role and business plan. to guide and focus the contact objectives of the contact center s tactical execution of center to stakeholders and business objectives. focus activities on priority tasks. Establishes a framework Outlines the framework for Explains the concept of a for ongoing strategy ongoing strategic balanced scorecard and its use development to ensure the development. in the contact center contact center meets environment. evolving business and customer needs. Identifies and quantifies Explains the purpose of an Uses an environmental scan to Identifies the purpose of an 5

6 CCMC CCOM CCMP internal and external internal and external anticipate customer environmental scan. forces impacting the environmental analysis. expectations and organization to plan and requirements, and maintain respond accordingly within awareness of marketplace the context of the contact trends. center s strategic direction. I. D. Facilitates Communications Defines the lines of communication between the contact center and Facilitates the flow of information from customers and contact center personnel organizational to organizational stakeholders to facilitate stakeholders. the flow of information and feedback. Defines procedures, Differentiates an external Creates and implements Defines the components of a practices and processes to communications plan from an communications plans to communications plan. ensure the effective internal communications plan. convey contact center communication of relevant information to stakeholders contact center information and customers. to stakeholders. I. E. Builds Collaborative Relationships Builds collaborative relationships across internal and external organizational boundaries Builds networks and alliances with diverse groups. Builds alliances and works cooperatively with others to accomplish contact center goals. Develops and maintains a relationship with superiors to enhance mutual productivity and effectiveness. to identify and achieve 6

7 CCMC CCOM CCMP common goals. I. F. Supports and Manages Change Defines processes and tactics to plan and manage the implementation of Identifies strategies and actions to manage the implementation of change. Defines and applies change management practices and techniques to facilitate the Demonstrates support for changes and works cooperatively with others to change to meet evolving implementation of change in implement changes. business and customer the contact center. needs and requirements. Facilitates group and team Fosters an open and creative problem-solving and environment to encourage creative thinking to innovation. produce innovative solutions and approaches for improvement. I. G. Demonstrates Business Acumen Demonstrates competence in planning and directing the execution of a contact center through the Defines the role and responsibilities of a contact center strategic leader and operations manager in Demonstrates competence in the operational management of a contact center through the application of related Interprets and proficiently applies contact center terminology. application of related achieving organizational practices, principles and practices, principles and objectives. procedures to achieve procedures to accomplish performance objectives and organizational objectives goals. 7

8 CCMC CCOM CCMP Exhibits a global breadth Defines the impact of Interprets and leverages the Comprehends and respects of perspective to work and globalization on contact impact of globalization as a cultural differences. leverage business centers. strategic advantage to the opportunities cross- contact center. culturally and worldwide. Identifies and assesses Identifies and assesses factors obstructing the managerial obstacles to contact center s performance improvement to organizational and determine the cause(s) and strategic performance to enact corrective action. determine the cause(s) and enact corrective action. Develops a business case Defines the elements to Identifies and assesses the to validate and include in a business case. impact of new trends and communicate objectives business initiatives to for contact center proactively adapt and prepare initiatives. the contact center to respond. I. H. Manages Financial Resources Manages the contact center s financial performance to achieve Identifies and applies the elements of financial management. Interprets and uses the organization s financial statements to evaluate the Identifies and applies basic financial concepts. business goals within the contact center s performance projected budget. to budget. 8

9 CCMC CCOM CCMP Proposes and negotiates Develops and administers an Identifies the components of approval of an annual annual operating budget to an operating budget and how operating budget to secure manage contact center to control the budget. the funding needed to resources. achieve contact center objectives. I. I. Establishes and Manages Supplier Relationships Determines when and how to utilize a suppliers capabilities and assets as a strategic advantage to the Identifies the purpose and benefits of establishing suppliers relationships. Creates a Request for Information (RFI) and/or Request for Proposal (RFP) to identify and qualify suppliers. Identifies the purpose and elements of a Request for Information (RFI) and Request for Proposal (RFP). contact center. Defines, negotiates and Identifies types of contracts Develops and implements a Defines the purpose and establishes contracts and and their uses in a contact plan to meet and manage components of a service level internal and external center. service level agreement agreement. service level agreements to requirements. form mutually beneficial relationships. Creates assessment Identifies methods, tools and Uses assessment instruments instruments to evaluate measurements for evaluating to manage supplier and manage service level suppliers performance. relationships as a strategic agreements and supplier asset to realize maximum performance. value for the contact center. 9

10 CCMC CCOM CCMP Applies negotiation principles Identifies negotiation and techniques to achieve principles and techniques. mutually beneficial solutions. 10

11 II. DOMAIN: PEOPLE CCMC CCOM CCMP II. A. Designs Organizational Structure Designs and implements a contact center structure that organizes the workforce to achieve business goals and Outline the various types of organizational structures. Identifies typical contact center organizational structures and the factors that impact structure to examine fosters cross-functional the tradeoffs and communications. implications. Assesses the organizational Identifies the organizational Identifies alternatives for the challenges of multiple site challenges of multiple site division of labor and operations to design and contact center operations. responsibility within a multi- organize an effective multi- site center to optimize the use site contact center. of contact center resources. Designs and implements Identifies agent group agent groups to optimize structures. service efficiency and customer interactions. II. B. Defines Staffing Requirements Defines roles, duties, responsibilities and reporting relationships to Defines the purpose and process for determining the relative value of Defines the knowledge, skills, attributes and interpersonal competencies required for Identifies contact center job roles and responsibilities. accomplish organizational contact center jobs. contact center job roles to and contact center excel at providing excellent 11

12 CCMC CCOM CCMP objectives. customer service. Specifies staffing ratios for Identifies factors impacting Creates and maintains Describes the components of the contact center s contact center staffing ratios. updated job descriptions to a job description. management and support define the job role roles to ensure optimal use of requirements, provide hiring resources. criteria and serve as a frame of reference for performance evaluation. II. C. Develops Staffing Plans Develops strategic staffing plans to support the organization s business objectives. Defines the components and process for creating and presenting a strategic staffing plan. Develops long- and shortterm staffing plans to meet the contact center s business goals and forecast Identifies factors impacting contact center staffing requirements. requirements. Identifies and describes contact center staffing alternatives and their purpose, benefits and disadvantages. Evaluates the costs and Identifies and quantifies the Identifies and evaluates Describes the benefits and benefits of outsourcing as a need for outsourcing contact outsourcer selection criteria challenges of outsourcing. staffing strategy to center services. to facilitate a successful accomplish customer contact partnership. 12

13 CCMC CCOM CCMP initiatives. II. D. Recruits, Hires and Retains Qualified Talent Develops recruiting and compensation strategies to ensure the contact center has the right workforce with the Identifies contact center recruiting and compensation strategies. Creates and implements recruiting and compensation plans and methods to identify, attract and retain Identifies the principles, practices and processes for recruiting, interviewing and hiring contact center necessary skills, capabilities qualified and skilled talent. personnel. and attributes. Develops onboarding Identifies the elements of Implements onboarding Defines the concept of strategies to integrate new onboard management. tactics to expedite the onboarding. hires into the organization, integration of new hires into contact center team and job the organization, contact role. center team and job role. Conducts exit interviews and Identifies retention strategies Implements programs and Identifies types and causes of analyzes trends to manage and techniques. tactics to track, measure and contact center turnover. attrition and retention rates. assess the causes and tradeoffs of turnover. Creates incentive plans to Identifies the types and recognize, reward and common uses of incentives. motivate desired performance and outcomes. II. E. Creates a workplace that Identifies strategies and Builds and manages a Identifies the benefits of a 13

14 CCMC CCOM CCMP Builds A Diverse Workforce respects and integrates diverse cultures and different sources for recruiting a diverse workforce. workforce where diversity and individual differences are diverse workforce. ways of thinking to increase valued and leveraged to the contact center s strategic achieve business goals and advantage and effectiveness. objectives. II. F. Creates a Learning Environment Creates and sustains a contact center environment that promotes and supports continuous learning and Defines the business drivers for and actions to create a learning organization. Identifies and provides opportunities and resources for learning and development to support and sustain a Characterizes a learning organization. development to strengthen learning environment. the organization s strategic and competitive advantage. Establishes a career or skill Describes the elements of Implements professional Demonstrates commitment to path strategy for contact measuring and rewarding development and learning learning through own center job roles to specify personnel for learning and paths to encourage and help personal development efforts. opportunities and development. contact center personnel requirements for professional fulfill their professional growth and advancement. growth potential. Establishes methods and Implements tactics to incentives to motivate contact encourage and reward center personnel to contribute knowledge sharing and reuse. their knowledge to the 14

15 CCMC CCOM CCMP organization and seek out the knowledge of others. II. G. Develops Job Competency Determines knowledge, skill and behavioral requirements for contact center job roles to Defines the drivers of contact center training requirements. Identifies current and future training and development needs of contact center Defines the process for identifying training needs. meet strategic staffing plan personnel to ensure requirements. achievement of performance goals. Develops and executes a Defines the elements and Identifies and implements Defines the purpose of training strategy to ensure the strategic factors for creating a training programs to ensure training and development and ongoing growth and training strategy. the contact center has the the methodologies and development of contact center right people with the right components to create and personnel to meet current and skills to build and strengthen deliver training programs. future performance customer relationships. requirements. Evaluates the effectiveness of Defines the principles and Identifies and implements a Identifies the levels of the contact center s hiring, methodologies for evaluating methodology to evaluate the evaluation for assessing training, performance training and development effectiveness of training training program management and workflow programs. programs in fulfilling defined effectiveness. capabilities to deliver great objectives. customer experiences. II. H. Develops a succession Identifies the components of a Implements and supports Describes the importance of 15

16 CCMC CCOM CCMP Cultivates Future Leaders strategy and plan to identify and groom future leaders to succession plan. succession plans to cultivate future leaders. succession planning. support the organization s growth strategy. II. I. Creates a High Performance Workforce Develops and applies a structured performance management methodology and system to improve the job Identifies methodologies and tools for measuring the performance of contact center personnel. Implements a performance management system to maximize the talent and contributions of contact Identifies sources of performance reports. performance of contact center center personnel. personnel. Establishes performance Defines the contribution each Sets performance goals for Identifies performance standards that enable and job role makes toward individuals and teams to drive measures for contact center empower contact center accomplishment of contact desired behaviors in support agents. personnel to create and center objectives. of contact center goals. sustain customer satisfaction and loyalty. Establishes quality assurance Explains the importance of Develops and implements a Defines the types and programs to drive increased linking quality standards to legally-compliant quality objectives of call monitoring. customer satisfaction, customer requirements and monitoring and coaching performance consistency and satisfaction measures. program to improve and continuous improvement. enhance agents contact handling performance. 16

17 CCMC CCOM CCMP Coaches others using timely, Identifies the basic principles goal-defining feedback to and practices of coaching and recognize and reinforce feedback. desired behaviors and address poor performance promptly. Conducts and documents Defines the purposes and performance appraisals to benefits of performance evaluate the job performance appraisals. of contact center personnel and facilitate the creation of performance objectives and development plans. Establishes procedures to Identifies strategies to Develops and implements Identifies the issues and ensure the effective manage contracted, plans and procedures to barriers to managing management of contracted, temporary and virtual contact manage contracted, contracted, temporary and temporary and virtual contact center personnel. temporary and virtual contact virtual contact center center personnel. center personnel. personnel. Establishes procedures to Identifies and addresses ensure employment decisions workforce privacy issues to comply with applicable legal comply with applicable legal requirements and requirements and organizational policies. organizational policies. 17

18 CCMC CCOM CCMP II. J. Creates and Leads Teams Creates and fosters a contact center environment that inspires, motivates and Identifies the decision factors for creating and using teams. Creates and implements contact center teams to accomplish business goals Identifies types of teams. supports teamwork to and objectives. accomplish contact center objectives. Identifies and establishes Defines the factors impacting Creates and leads cross- Describes team roles and team structure to accomplish team structure. functional teams to achieve responsibilities. organizational objectives. shared goals. Defines the goals of Identifies factors that impede Identifies and implements Identifies tactics for building consensus and team building. team building. strategies and tactics to build team effectiveness. team effectiveness and maximize collaboration. II. K. Creates a Motivating and Engaging Work Environment Creates and sustains a contact center culture that rewards accountability and fosters high levels of enthusiasm and engagement to maximize the Identifies strategies and actions to create a motivating and engaging contact center culture. Creates and sustains a stimulating and empowering contact center environment to motivate commitment to optimal performance, the job Defines the benefits of an empowered workforce and actions to support empowerment and build trust. talents of each individual. and serving customers. Develops and implements Identifies the elements of a recognition and motivation rewards and recognition programs to drive desired program. 18

19 CCMC CCOM CCMP behaviors, increase retention and engage contact center personnel. Evaluates and communicates Identifies strategies and Conducts routine surveys to Describes contributors to survey data to identify and act tactics to improve employee gauge and optimize the employee satisfaction. on opportunities to improve satisfaction. satisfaction of contact center employee satisfaction and personnel with their job and increase retention. work environment. Identifies and facilitates the Identifies methodologies to Interprets and applies the Differentiates employee implementation of a measure the drivers of principles and drivers of satisfaction and employee structured methodology to employee engagement. employee engagement to engagement. measure the drivers of create an engaged workforce. employee engagement. II. L. Manages Conflict Establishes policies and procedures for resolving Identifies approaches for resolving grievance and Applies conflict resolution techniques to manage and Identifies the types and sources of conflict and tactics grievances and disputes to disputes. resolve disagreements and to facilitate a positive maintain a productive work conflicts in a constructive outcome. environment and focus on manner. achieving contact center goals. 19

20 III. Competency Domain: CUSTOMERS CCMC CCOM CCMP III. A. Creates Customer Focus Aligns stakeholders around a unified customer focus to gain consensus for delivering Identifies strategies and actions for fostering a collaborative environment in Builds cross-functional partnerships to meet the needs of customers and Defines the role of crossfunctional teams in building and sustaining customer loyalty-creating customer which all stakeholders work enhance the customer relationships. experiences. together to focus on the experience. customer. Creates a culture that rewards Characterizes a customer- Sets individual and team Identifies individual and team customer-focused behavior focused contact center and performance objectives to performance objectives that and outcomes to maximize organization. motivate and reward drive customer-focused customer satisfaction and customer-focused behavior behavior and actions. profitability. and outcomes. III. B. Builds and Manages Customer Relationships Differentiates the attributes of the organization s brand to identify and interpret the differences in customer segments and the experiences Defines customer segmentation strategies. Designs and aligns contactrouting and handling with the organization s segmentation strategy to optimize the value of each customer relationship. Defines the application of customer segmentation in the contact center. they expect. 20

21 CCMC CCOM CCMP Specifies how customer Manages customer Identifies and quantifies management goals differ expectations to achieve customer expectations and among customers, internal customer satisfaction and related business drivers. contact centers, business loyalty in balance with the units and outbound centers. judicious use of contact center resources. Develops strategies to build Defines the relationship Implements tactics to Identifies management and and retain valuable customer between employee empower contact center agent actions that support relationships and create satisfaction and customer personnel to take ownership empowerment. customer advocates to satisfaction. of customer relationships. maximize the long-term potential of the organization. Identifies and creates opportunities to influence business development and expand opportunities with existing customers. Establishes guidelines and Articulates the impact of the Implements a process for Defines the contact center s procedures to ensure timely contact center s handling of complaint resolution and role in achieving customer and satisfactorily escalation complaints on customer escalation to ensure negative satisfaction and loyalty. and resolution of customer loyalty and future revenue. customer experiences are complaints. promptly addressed. 21

22 CCMC CCOM CCMP III. C. Improves the Customer Experience Establishes methodologies and strategies to evaluate and improve the effectiveness of the contact center s service Defines the metrics and process to assess the quality of customer experience. Implements a multi-channel customer experience measurement methodology to evaluate the quality of service Identifies customer survey methodologies. delivery. delivery across all channels. Uses customer data to Identifies the general causes Identifies and implements Identifies actions to correct anticipate and predict relevant of customer dissatisfaction practices and tactics to and/or prevent customer customer needs and detect with the contact center. improve the quality of service dissatisfaction. customer dissatisfaction delivery and customer trends. experience across all service channels. Identifies and examines Describes the role, benefits Examines competitive Identifies key barriers to trends and best practices to and challenges of benchmarking data to identify delivering a positive customer benchmark the quality of the benchmarking in the contact ways to enhance the customer experience. contact center s service center. experience. delivery. III. D. Captures and Leverages Customer Feedback Establishes a systematic process across the organization to capture customer feedback. Describes the premise of voice-of-the-customer and its use in the contact center. Implements procedures to capture customer comments to maximize the value of customer interactions and identify opportunities to Identifies the benefits of capturing customer feedback. better meet customer needs. 22

23 CCMC CCOM CCMP Interprets and leverages Captures and disseminates customer feedback to improve customer feedback to enable the customer experience and and support business demonstrate the contact decisions and actions for center s return on investment. increasing customer satisfaction, loyalty and retention. III. E. Aligns Service Delivery and Strategy Defines and directs the execution of a customer contact strategy to align the contact center s service Identifies the variables used to determine service channels and customer choices. Manages service delivery across all service channels to ensure a single, seamless customer interface. Identifies the role and components of a customer contact strategy. delivery and resources to support the organization s customer service strategy. Identifies and applies an Relates the impact of Aligns operational processes Identifies the objectives of operational model to customer relationship and procedures to ensure they customer relationship maximize the contact center s management on the contact fulfill the organization s brand management. contribution to customer center operational model. promises in every customer satisfaction and fulfilling the interaction. organization s brand promises. 23

24 CCMC CCOM CCMP III. F. Manages Service Channels Develops and facilitates the implementation of strategies to ensure the efficiency and Identifies communications tactics to inform and help customers use the service Manages and evaluates service channels as an integrated whole to optimize Identifies the benefits of maintaining a consistent voice across all service channels. effectiveness of the contact channels available to them. the customer experience and center s service channels and assess the effectiveness of multi-channel interactions. service delivery across the contact center. Evaluates and establishes Identifies key performance Implements self-service Identifies the benefits of using self-service offerings to meet indicators for self-service. offerings to improve customer self-service delivery in a business objectives and service and reduce contact contact center. customer requirements. center costs. Identifies opportunities to Provides protocol and Identifies the benefits and utilize consumer-generated guidelines of engagement to challenges of consumer- media and content to deliver instruct agents interactions generated media and content enhanced contact center over public channels. to the contact center. services and engage customers. Establishes protocol for the Develops and implements contact center s integration of guidelines and protocol to new service channels to guide agents interactions expand customer contact with customers via new options and reduce costs. service channels. 24

25 CCMC CCOM CCMP III. G. Implements Customer Relationship Management Tools Deploys customer relationship management technologies and tools to deliver differentiated customer experiences. Identifies processes that enable people to improve the customer experience. Implements and manages the use of customer relationship management systems and tools to optimize the customer experience and business processes. Identifies technologies that enhance the customer experience. Establishes and supports Describe the challenges of Identifies and implements Identifies the purpose and processes, tools and implementing knowledge knowledge management benefits of knowledge resources to capture, management in the contact capabilities and tools to management. distribute and use knowledge center. enable agents to to improve customer knowledgeably address interactions. customer questions, shorten contact time and increase first-contact resolution. Establishes policies to ensure Identifies strategies and Implements policies and Recognizes and interprets the the contact center s tactics to protect customer procedures to protect and consequences for failing to compliance with customer data. respect the privacy, security protect customer data. data privacy policies and and preferred use of customer preferences. data. 25

26 IV. DOMAIN: OPERATIONS & TECHNOLOGY CCMC CCOM CCMP IV. A. Manages Contact Center Operations Plans and directs contact center operations to meet customer and business requirements. Identifies and interprets the impact of behavioral and environmental factors on customer tolerance. Identifies, interprets and manages the forces driving customer behavior in inbound and outbound contact centers Identifies factors affecting customer tolerance in inbound and outbound contact centers. to achieve performance objectives. Manages the contact center as Identifies and interprets the Compares and contrast the a corporate asset to operational dynamics of operational environment of accomplish organizational inbound, outbound and inbound, outbound and objectives. blended contact centers to blended contact centers. apply people, processes and technology to meet business needs. Develops a contact routing Identifies the components of a Implements and manages the Identifies the basic options for strategy to optimize customer contact routing strategy. routing of contacts to ensure routing contacts. interactions and contact center efficient and effective costs. customer interactions. 26

27 CCMC CCOM CCMP IV. B. Sets and Achieves Service and Quality Objectives Establishes service and quality objectives to optimize the delivery of contact center services to achieve business and customer requirements. Identifies and evaluates the alternatives for setting service objectives. Creates and implements a plan to achieve and maintain agreed service and quality objectives. Identifies and interprets the metrics and factors for planning and managing service delivery in inbound and outbound contact centers. Establishes and facilitates a Identifies the steps of a Implements a systematic Identifies the process and planning and management contact center planning and planning and management techniques for monitoring, process to ensure consistent management process. process to ensure consistent responding to and providing achievement of service and achievement of service and real-time information. quality objectives. quality objectives. IV. C. Measures and Monitors Operational Performance Aligns the contact center s performance objectives to meet the needs of stakeholders. Identifies stakeholders to ensure the contact center meets their needs. Differentiates contact center metrics and performance indicators. Defines and monitors key Describes how to identify key Tracks key performance Identifies and interprets key performance indictors to performance indicators that indicators to manage the metrics and performance optimize service delivery and support business and service contact center s operational indicators for inbound and ensure the contact center is objectives. performance. outbound contact centers. achieving business and customer requirements. Establishes reporting Defines the framework for Creates and implements Identifies the sources of guidelines to provide contact reporting of contact center reporting mechanisms and contact center performance 27

28 CCMC CCOM CCMP center performance performance data. processes to provide contact data and reports. information that supports center operational and decision-making. performance data. IV. D. Plans and Allocates Resources Establishes processes and procedures for the effective and efficient allocation and utilization of the contact Articulates the factors impacting supply and demand in inbound and outbound contact centers. Identifies and manages the factors and metrics impacting the allocation and utilization of the contact center Interprets and applies contact center forecasting and scheduling principles, practices and methodologies. center workforce and workforce and resources to resources to optimize service achieve business goals. delivery, customer experiences and costs. Assesses the impact of new Coordinates scheduling across Defines the objective of communications channels on multiple channels, virtual sites workforce management. the contact center workload to and agent groups to optimize plan and respond accordingly. resources and service delivery. Establishes the rationale for Identifies the advantages and Defines and implements Identifies workforce division of workload to virtual disadvantages of centralizing procedures for distributing management options in multi- sites and outsourcers to versus decentralizing workload to virtual sites and site and decentralized contact maximize the contact center s forecasting and scheduling outsourcers to ensure efficient center operations. performance in meeting activities. and cost effective service business and customer delivery that meets customer requirements. requirements. 28

29 CCMC CCOM CCMP Creates and implements real- Identifies real-time reaction time reaction strategies to strategies for under and manage staffing to workload overstaffing events. and affect changes needed to consistently achieve service objectives. IV. E. Optimizes Operational Processes Establishes a systematic approach to identify and leverage opportunities to optimize the contact center s Evaluates and optimizes contact center operational processes. Defines and implements a quality assurance process to continuously improve the contact center s performance. Identifies and applies tools and methodologies to determine the root causes of contact center performance operational efficiency and problems. effectiveness. IV. F. Aligns Technology and Strategy Establishes a cross-functional team to develop and implement a technology strategy and infrastructure Outlines the processes, steps and success factors for developing a technology strategy. Implements and manages the contact center s use of technologies, systems and tools to optimize service Demonstrates knowledge of technologies for inbound, outbound and blended contact centers. that supports and delivery and customer accomplishes the interactions. organization s business strategy and objectives. 29

30 CCMC CCOM CCMP Identifies and leverages Manages the implementation emerging technologies to of new contact center shape new business technologies to ensure a strategies, enhance and smooth and complete enable new customer integration. relationships and improve service delivery. Establishes a process for Interprets and applies the Identifies the steps to conduct evaluating technology technology adoption lifecycle a technology needs investments against a to identify tradeoffs and assessment. strategic view of customer underlying assumptions when contact to meet the needs of evaluating new technology. all stakeholders. IV. G. Develops a business case for Defines the decision factors Provides selecting a contact center site and steps for selecting a a Safe, based on the organization s contact center site. Healthy and business objectives. Productive Workplace Applies contact center design Identifies and articulates the concepts and principles to phases and requirements of create an optimally functional contact center design and workplace. space planning. 30

31 CCMC CCOM CCMP Establishes policies and Identifies techniques to ensure Implements policies and Identifies the benefits of a safe procedures to ensure a safe, productivity is maximized procedures to provide a safe, and healthy contact center healthy, secure and productive through the integration of healthy, secure and productive environment. workplace. people with the tools and work contact center workplace. environment. IV. H. Creates a contingency plan to Defines the purpose and Implements a contingency Identifies the purpose and Manages identify potential risks and elements of risk management. plan to enact risk prevention benefits of a contact center Risk and implement measures to avoid, for the contact center. contingency plan. Compliance mitigate or minimize the contact center s exposure to risk. Develops a disaster recovery Outlines the components of a Tests the contact center s Identifies the purpose of a strategy and plan to ensure disaster recovery strategy for a disaster recovery plan on a disaster recovery plan. the contact center s contact center operation. periodic basis to ensure its continuation of service in the accuracy and effectiveness. event of a service interruption. Identifies and interprets local Identifies and interprets local Implements proactive Identifies applicable and global regulations and global regulations measures to ensure the regulations impacting the impacting contact center impacting contact center contact center s compliance contact center. operations and establishes operations. with applicable regulations. measures to ensure compliance. 31

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