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New Certificate Programmes Strengthen Development Opportunities In Centres
Increasingly recognised as a standard for resource planners and analysts, the certificate programme offered by the Professional Planning Forum has been further strengthened by the launch of one year specialist programmes. Designed for planners and analysts who have completed the Foundation certificate or have appropriate previous experience, the specialist certificates develop and recognise specific planning skills through a structured 12 month programme of training, mentoring and project work. The Specialist Certificates, available in Forecasting, Scheduling, Skills-based planning, Planning for Outbound, MI and performance analysis and Spreadsheets for planning, form part of the Planning Forum’s hugely popular certificates in contact centre planning. Rigorous assessment criteria require that the successful student demonstrates both the learning and the ability to apply it in their contact centres. This includes completion of a benchmarking exercise in the specialist areas, learning logs and two project reports. “The strength of our certificate programmes is in the commitment that it requires of students to take the time to apply the learning in their centres,” explains John Casey, Director of Professional Development at the Professional Planning Forum. “Much of the learning is done in the months after the formal training, which is why the formal mentoring and project work is so crucial”. The programmes set a benchmark for making effective use of planning analytical skills within the contact centre industry. They offer a clear development path, with training, mentoring support and formal external recognition of your skills. “The Specialist certificates will be particularly useful for senior managers in identifying higher calibre candidates for specialist roles”, comments John Casey. They can be used to gain credits towards an Advanced Certificate in Contact Centre Planning at a later date if wished.
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