Welcome to the resources page for The Principles of Contact Centre Management (CCM1). The resources are organized into three sections: optional pre-reading, post-course resources, and videos.

The pre-reading and videos are not required for attendance, but you may find them useful, especially if you plan to take the personal certification test immediately following the course. All material for the certification will be discussed during the course.

Pre-Reading

Chapter 1 “New Role, Strategic Opportunities” from Contact Center Management on Fast Forward

Chapter 2 “The Blueprint – Your Customer Access Strategy” from Contact Center Management on Fast Forward

Study Guide for the Principles of Contact Centre Management Personal Certification

Post-Course Resources

Customer Queue Calculator Note: You will need to Enable Macros when you open the calculator in Excel. You will find information on how to use the calculator and a contact for support in the Instructions tab of the downloaded calculator.

Contact Center Management Glossary

Customer Expectations Worksheet

Customer Access Strategy Worksheet

Videos