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Take Self-Assessment Select  Professional Designation *Complete Work Product Assignment Certified <ul><li>Professional Des...
<ul><li>Step 1: Choose a Professional Designation </li></ul><ul><li>Step 2: Prepare for Knowledge Assessments  </li></ul><...
<ul><li>CIAC - Certified Strategic Leader (CCSL) </li></ul><ul><ul><li>Minimum of 1 year in current strategic job role </l...
<ul><li>Four Knowledge Assessments* </li></ul><ul><ul><li>People Management (PM) </li></ul></ul><ul><ul><li>Operations Man...
<ul><li>Purchase from ICMI </li></ul><ul><ul><ul><li>Purchase Options </li></ul></ul></ul><ul><ul><ul><li>Individual train...
<ul><li>People Management class- 6 weeks </li></ul><ul><ul><li>Take PM assessment  (within 30 days) </li></ul></ul><ul><li...
<ul><li>One ICMI Study Course to prepare for each Knowledge Assessment </li></ul><ul><ul><li>6 week web-study course (Priv...
<ul><li>Four tests </li></ul><ul><ul><li>People Management (PM) </li></ul></ul><ul><ul><li>Operations Management (OM) </li...
<ul><li>With the proctor: </li></ul><ul><ul><li>Launch the test using student username and password </li></ul></ul><ul><ul...
<ul><li>Should not be a staff member of their Contact Center. The preferred proctor should be from Corporate Human Resourc...
<ul><li>Cannot be done until after all four knowledge testing is </li></ul><ul><li>completed </li></ul><ul><li>Demonstrate...
<ul><li>Certification must be completed within  two years  of passing </li></ul><ul><li>first knowledge assessment exam </...
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CIAC Certification Program Details

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CIAC Certification Program Details

  1. 2. Take Self-Assessment Select Professional Designation *Complete Work Product Assignment Certified <ul><li>Professional Designations </li></ul><ul><li>CCSL (Strategic Leader) </li></ul><ul><li>CCMC (Management Consultant) </li></ul><ul><li>CCOM (Operations Manager) </li></ul><ul><li>CCMA (Management Associate) </li></ul>Each of the Four Competency Training classes is 6 weeks long and is held once per quarter. After training in a competency, candidate will test in that competency. We recommend that candidates test within 30 days of completing training. <ul><li>Competencies </li></ul><ul><li>Leadership and Business Management (LBM) </li></ul><ul><li>People Management (PM) </li></ul><ul><li>Operations Management (OM) </li></ul><ul><li>Customer Relationship Management (CRM) </li></ul>Self-Assessment is recommended, not required Process takes approximately 1 year to complete Certification Process Train then test in each competency Recertify every 3 years
  2. 3. <ul><li>Step 1: Choose a Professional Designation </li></ul><ul><li>Step 2: Prepare for Knowledge Assessments </li></ul><ul><li>Step 3: Complete all four Knowledge Assessments </li></ul><ul><li>Step 4: Complete Work Product Assessment (if applicable) </li></ul>How Does CIAC Certification Work? You’re certified!
  3. 4. <ul><li>CIAC - Certified Strategic Leader (CCSL) </li></ul><ul><ul><li>Minimum of 1 year in current strategic job role </li></ul></ul><ul><li>CIAC - Certified Operations Manager (CCOM) </li></ul><ul><ul><li>Minimum of 1 year in current operational job role </li></ul></ul><ul><li>CIAC - Certified Management Consultant (CCMC) </li></ul><ul><ul><li>Consultant to contact center industry </li></ul></ul><ul><li>CIAC - Certified Management Associate (CCMA) </li></ul><ul><ul><li>Individual desiring contact center management position </li></ul></ul>Step 1: Choosing a Role Designation
  4. 5. <ul><li>Four Knowledge Assessments* </li></ul><ul><ul><li>People Management (PM) </li></ul></ul><ul><ul><li>Operations Management (OM) </li></ul></ul><ul><ul><li>Customer Relationship Management (CRM) </li></ul></ul><ul><ul><li>Leadership & Business Management (LBM) </li></ul></ul><ul><li>Work Product Assignment** </li></ul>** CCSL and CCOM only * All Role Designations must take four tests Understand the Certification Components
  5. 6. <ul><li>Purchase from ICMI </li></ul><ul><ul><ul><li>Purchase Options </li></ul></ul></ul><ul><ul><ul><li>Individual training/testing packages for the job role </li></ul></ul></ul><ul><ul><ul><li>Bulk packages (discount based on # purchased) </li></ul></ul></ul><ul><li>Take CIAC Self-Assessment (optional) </li></ul><ul><li>Students receive an email with instructions at a date chosen by both the company and ICMI </li></ul>The Purchasing Process
  6. 7. <ul><li>People Management class- 6 weeks </li></ul><ul><ul><li>Take PM assessment (within 30 days) </li></ul></ul><ul><li>Operations Management class- 6 weeks </li></ul><ul><ul><li>Take OM assessment (within 30 days) </li></ul></ul><ul><li>Customer Relationship Management class- 6 weeks </li></ul><ul><ul><li>Take CRM assessment (within 30 days) </li></ul></ul><ul><li>Leadership & Business Management class- 6 weeks </li></ul><ul><ul><li>Take LBM assessment (within 30 days) </li></ul></ul><ul><li>Work Product Assessment (within 4-6 weeks) </li></ul><ul><li>Classes are usually held once per quarter to allow students enough time for study, retention and assessment. </li></ul>Typical Course Timeline
  7. 8. <ul><li>One ICMI Study Course to prepare for each Knowledge Assessment </li></ul><ul><ul><li>6 week web-study course (Private or Public) </li></ul></ul><ul><li>Study Guide for each assessment area - Included </li></ul><ul><ul><li>People Management (PM) </li></ul></ul><ul><ul><li>Operations Management (OM) </li></ul></ul><ul><ul><li>Customer Relationship Management (CRM) </li></ul></ul><ul><ul><li>Leadership & Business Management (LBM) </li></ul></ul><ul><li>Students will receive a syllabus, welcome email and instruction guide two weeks prior to each course. </li></ul>Step 2: Prepare for Knowledge Assessments
  8. 9. <ul><li>Four tests </li></ul><ul><ul><li>People Management (PM) </li></ul></ul><ul><ul><li>Operations Management (OM) </li></ul></ul><ul><ul><li>Customer Relationship Management (CRM) </li></ul></ul><ul><ul><li>Leadership & Business Management (LBM) </li></ul></ul><ul><li>Multiple-choice questions </li></ul><ul><li>Must be completed in proctored environment </li></ul><ul><ul><li>CIAC will give designated proctor a separate username and password for tests </li></ul></ul><ul><li>Passing score of 75% (70% for Certified Management Associate) </li></ul>Step 3: Completing the Knowledge Assessment Exams
  9. 10. <ul><li>With the proctor: </li></ul><ul><ul><li>Launch the test using student username and password </li></ul></ul><ul><ul><li>Proctor will be required to enter a separate username and password </li></ul></ul><ul><ul><li>Launch the test </li></ul></ul><ul><li>Score will be emailed to student within 4 hours of completing the test! </li></ul>Taking the Test
  10. 11. <ul><li>Should not be a staff member of their Contact Center. The preferred proctor should be from Corporate Human Resources or a training professional with reporting separate from the Contact Center. </li></ul><ul><li>Choose someone who is confident in the role to prevent misconduct. </li></ul><ul><li>The proctor should be able to monitor candidate for the entire testing session (1.5 – 3 hours). </li></ul><ul><li>Company designee will need to email or fax Proctor profile to CIAC. </li></ul>Selecting a Proctor for Your Company
  11. 12. <ul><li>Cannot be done until after all four knowledge testing is </li></ul><ul><li>completed </li></ul><ul><li>Demonstrates hands-on mastery of sound management </li></ul><ul><li>principles </li></ul><ul><li>Online questionnaire resulting in a work sample </li></ul><ul><li>Have 6-weeks, or 30-business days to complete </li></ul>*Consultant and Apprentice are exempt from this Step 4: Complete Work Product*
  12. 13. <ul><li>Certification must be completed within two years of passing </li></ul><ul><li>first knowledge assessment exam </li></ul><ul><li>Recertification takes place every three years from date of </li></ul><ul><li>certification </li></ul><ul><li>Web study courses, recordings are made available for </li></ul><ul><li>approximately 30 days following last session </li></ul>Additional Notes

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