Make the most of Altitude solutionsAn individual who has achieved Altitude certification has...
Transcript of Make the most of Altitude solutionsAn individual who has achieved Altitude certification has...
Make the most of Altitude solutions
CONTENTS
• ALTITUDE LEARNING & CERTIFICATION
• THE QUALIFIED PROFESSIONAL
• CERTIFICATION BENEFITS
• ALTITUDE CERTIFIED PROFESSIONAL
• HOW TO GET CERTIFIED?
• TRAINING COURSES
• CERTIFICATION EXAMS
• CERTIFICATION PATHS
• SKILLS AND BENEFITS FOR EACH CERTIFICATION PATH
• RECERTIFICATION
• EXPERIENCE-BASED EQUIVALENCES
• ACP OVERVIEW
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ALTITUDE LEARNING & CERTIFICATION
• Altitude Learning & Certification’s mission is to increase Contact Center performance through well-trained and motivated human resources.
• We work closely with Altitude’s teams of Research & Development, Service Excellence and Customer Care to design training courses and certifications that meet your Altitude solutions knowledge needs.
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Access Altitude Learning Hubto learn about our Training and Certification offerings.
THE QUALIFIED PROFESSIONAL
The importance of professional development, effective training and certification in contact centers is well-known and it becomes even more important when managing and implementing new technology.
Technology is just a tool; the real impact comes from how those tools are used to improve customer service, sales, services, etc. Empower your staff with professional training and certification designed for them.
Contact Center professionals can use our certifications to validate different levels of mastery and expertise. So whether you are an agent, supervisor, manager, IT specialist, etc, you can find a solution that works for you.
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TRAINING CERTIFICATION
From e-learning to in-person training provided by us or one of our outstanding
partners, we offer a variety of ways to meet your learning and development goals.
Knowledge-based certifications help individuals show what they have
accomplished and distinguish themselves amongst their peers.
CERTIFICATION BENEFITS
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Altitude certification is for anyone seeking to certify their knowledge of Altitudesolutions.
The contact center industry is a competitive environment and a growing industry,where only the best stand out. Anyone who uses Altitude solutions for professionalreasons can benefit from the program by emphasizing their skills and knowledge withan official certification from Altitude.
An individual who has achieved Altitude certification has validated its knowledge andskills which increases its market value and its ability to help its organization thrive.
Have Highly qualified
professionals
Be an Effective, trusted
company
Get more Profit from
Altitude solutions
Win the ability to develop
your solution and services
Deliver Better, faster campaigns
Achieve Better
results and performance
Deliver a Better
customer experience
ALTITUDE CERTIFIED PROFESSIONAL
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Altitude Certified Professional (ACP) is Altitude’s official certification program that recognizes and validates the expertise and skills of professionals in the use of Altitude solutions.
Altitude certification program recognizes seven contact center professional profiles:
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HOW TO GET CERTIFIED?
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Contact Altitude Learning & Certification
Enroll/Apply on Altitude Learning Hub
altitude.csod.com
Contact the local Altitude office or Altitude account
manager
TRAINING COURSES
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Types of courses:
• Instructor-led training:delivered onsite on Altitude
premises or in customer facilities, or remotely in virtual
classrooms
• E-learning courses:delivered online on Altitude
Learning Hub, to be completed on your own
Altitude Learning & Certification´s training catalog can be
consulted on:
• Altitude Learning Hubaltitude.csod.com
• Altitude´s corporate websitewww.altitude.com
CERTIFICATION EXAMS
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Platform
Certification exams are taken online on Altitude
Learning Hub.
Certificate
Immediately after successfully passing the certification
exams, professionals can
download their certification
diploma.
Content
All exams are developed
and structured to cover the specific
skills and knowledge
required for each certification path.
Exam
The exams consist of a range of multiple-choice
questions. To pass the exam, professionals must score a
minimum of 70%.
CERTIFICATION PATHS
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0C805Altitude Agent
Desktop and Best Practices E-learning Course and
Exam
OC811Altitude
XperienceTeam
LeaderE-learning
Course and Exam
C820Contact Center Management
Course and Exam
C825System Administration
Course and Exam
OC801Altitude
XperiencePre-SalesE-learning Course and
Exam
C831Agent
ScriptingCourse and
Exam
C832Automated
ScriptingCourse and
Exam
OC810Altitude
Xperience Technical Support
E-learning Course and
Exam
ACP AGENT
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TARGET AUDIENCE
• Contact center agents
SKILLS
• Best practices in customer interactions • Advanced skills on Agent Desktop
BENEFITS
• Taken online – easy and fast• Better skilled agents• Higher agent productivity• Improved agent motivation• Better campaign results, e.g. more
sales• Improved customer experience• Certification increases business value
and reputation
ACP TEAM LEADER
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TARGET AUDIENCE
• Contact center team leaders and supervisors
SKILLS
• Best industry practices in team management
• Advanced skills in managing and monitoring agent and campaign activities with Altitude solutions
BENEFITS
• Better team management skills, including agent motivation, training and control
• Advanced knowledge and skills in the use of Altitude Management Portal
• Ability to configure campaigns to optimize productivity, performance and results
ACP CONTACT CENTER MANAGER
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TARGET AUDIENCE
• Contact center supervisors and administrators
SKILLS
• Best industry practices for contact center management
• Advanced skills in operating Altitude solutions
• Agent and campaign management• Contact center performance and
reporting
BENEFITS
• Better Contact Center management overview
• Fast campaign adjustments• Less IT dependency• Better campaign and agent
management• Improved company results
ACP SYSTEM ADMINISTRATOR
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TARGET AUDIENCE
• Technical operations, IT and professional services
SKILLS
• Best industry practices for contact center management
• Advanced skills to install, maintain, operate and administrate Altitude solutions
• Set up, configure and support day-to-day operations
BENEFITS
• Improved ability to profit and deliver more with Altitude solutions
• Quick improvements to the solution• Easier and faster to adjust operations
to market trends and needs• Certification increases business value
and reputation
ACP SOLUTIONS DEVELOPER
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TARGET AUDIENCE
• Application support / development or professional services
SKILLS
• Best industry practices for contact center management
• Altitude Scripting Studio advanced skills• Develop complex agent, IVR and routing
scripts• Integrate 3rd party applications
BENEFITS
• Improved ability to profit and deliver more with Altitude solutions
• Faster (in-house) development and deployment
• Complex scripting done in-house• Better understanding of the solution´s
capabilities allows for optimization• Certification increases business value
and reputation
ACP PRE-SALES
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TARGET AUDIENCE
• Pre-sales
SKILLS
• Best industry practices for contact center management
• Advanced skills to present and sell Altitude solutions
• Advanced skills to design high-level architecture and solutions
BENEFITS
• Highly skilled pre-sales convert more prospects
• Help improve customer business and increase customer satisfaction
• Help implement solutions at customer site
• Better overall company performance• Certification increases business value
and reputation
ACP TECHNICAL SUPPORT
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TARGET AUDIENCE
• Technical operations, IT or help desk
• 1st and 2nd line of support to ongoing installations of Altitude solutions
SKILLS
• Best industry practices for contact center management
• Advanced skills to provide high quality technical support to customers
• Deep knowledge of Altitude solutions
BENEFITS
• Improved customer satisfaction, retention and loyalty
• Better technical support performance and results
• Quick customer problem resolution • Better customer and company results• Certification increases business value
and reputation
Validity
Certifications are valid for a period
of 2 years, and should be
renewed once they have expired.
RECERTIFICATION
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Info
Certification status and
expiration dates can be consulted
on Altitude Learning Hub.
Renewal
To renew a certification, new
certification exams have to be
taken.
New Releases
Certification renewals include the knowledge of any new Altitude releases, so that
new training courses may be
required, besides the recertification
exams.
EXPERIENCE-BASED EQUIVALENCES
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Course Equivalence Request
Professionals can submit a request of equivalence to a
specific course, based on their actual professional experience
with Altitude solutions.
Equivalence requests must be addressed to:
Requirements for Course Equivalences
Course contents knowledge and a minimum of 2 years
experience in the course area attested by the company of the
professional.
ACP OVERVIEW
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Have Highly qualified
professionals
Be an Effective, trusted company
Get more Profit from Altitude solutions
Win the ability to develop your solution
and services
Deliver better, faster campaigns
Achieve Better results and
performance
Deliver
a Better customer experience
Learning & CertificationAltitude Learning Hub: altitude.csod.com
e-mail: [email protected]