University qualification announced for contact centre professionals

The Professional Planning Forum has launched a new undergraduate Advanced Certificate in Contact Centre Management.

Awarded by the University of Ulster, this is an exciting opportunity for contact centre planners and analysts to gain externally accredited academic qualifications.

A blend of best practice, practical research and academic rigour, the certificate introduces key concepts and tools in developing the skills of planning analysts or front-line operational managers. The programme goes beyond theoretical concepts and brings the practical application to each participant, applying the learning to their organisation, measuring effectiveness and results, while still applying the underlying principles and academic research.

Incorporating the Planning Forum’s flagship Foundation Certificate course, the Advanced Certificate in Contact Centre Management makes an immensely important contribution to the Planning Forum’s goals to support the professionalisation of the contact centre industry. “This is a fantastic opportunity for planners and analysts to consolidate their experience and knowledge and work towards a university qualification. We are delighted to be working with the University of Ulster to offer this industry first”, explained Colin Whelan, Head of Professionalism at the Professional Planning Forum.

The Ulster Business School, with approximately 140 academic staff and over 6,000 student registrations each year, is one of the largest providers of executive education and management training in Britain and Ireland.  Professor Jackie McCoy, Head of Department, Marketing Entrepreneurship and Strategy, and Director of the Business Institute, added, “As part of a recent review of provision, the specialist skills of the Professional Planning Forum have been identified as key to the continuing development and expansion of this industry specific award, and the on-going development of higher education pathways for the contact centre industry.”