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.
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.