Walk through the steps of establishing an agent certification program in your contact center. You will be rewarded for doing so. Customers will notice the difference in the level of service they receive from certified employees. Morale will increase as employees accomplish fundamental and specific goals. Achievement will be recognized and prospective agents will be attracted to your center-a center willing to invest in their futures.

The article describes the pressures on contact centers to certify employees, and outlines the advantages of doing so. It addresses the real-life obstacles you can expect, and suggests strategies to overcome them.

You will be provided detailed guidance on the roles and responsibilities of a certification team-including its responsibilities to recertify and revisit the certification process. Although a certification program in your center will be uniquely yours, the article provides example levels of certification.