Banking

Contact Centre Management

Network: 
CCMA Ireland Skillnet
Course Content Programme Overview
The Contact Centre Management Association (CCMA) Ireland is delighted to partner with the Institute of Bankers School of Professional Finance to offer the Certificate in Contact Centre Management. This course is designed and delivered in collaboration with contact centre industry professionals and will be a valuable resource for all of our members in the Contact Centre Industry.

Course Information & Learning Outcomes
This programme brings recognition to the contact centre management profession and will promote continuous professional development of contact centre professionals.

Learner Support:
In addition to the webinars and on-line workshops, candidates will also have access to:
• Specifically written, comprehensive and user-friendly study manual
• All webinars will be recorded and will be available to access 24/7
• Entry to the examination
• Access to the online student centre (using your password (which will be sent to you following registration), including:
 Online study guide
 Individual Webinar schedule
 Webinar notes and handouts (where available)
 Pilot exam paper
 Individual examination schedule
 Secure access to your examination results

• Tutor contact through an email helpline

Further Enquiries e: training@ccma.ie
t: 01 291 1960
Learning Outcomes • Explain the role, responsibilities and importance CCM’s
• of the contact centre manager Demonstrate how CCM’s can impact current organisational priorities and relationships with stakeholders
• Illustrate how the CCM’s can act as a coach in employee development
• Describe the dynamics of teams, organisational culture and change management
• Evaluate the internal and external features of the contact centre environment
• Assess how the contact centre environment is evolving and what will be required of managers in the future.
Methods of Assessment Assessment at the end of each module—Written Essay Style

In addition, each module will also be supported by two on-line workshops, delivered during and at the end of the webinar series. The workshops will work through two case studies which will develop themes explored in the webinars, and through reading the material.

Location of Course Nationwide
Course Web Page: 
http://ccma.ie/page.php?s=training&id=241&c=
Available to Job Seekers: 
No
Certified: 
Yes

Managing Client Banking Relationships

Network: 
Carlow Kilkenny Skillnet
Duration 1 day, from 6.00pm to 9.00pm.
Comment This Seminar carries 3 CPD points
Course Fee €45 per person
Enrolment and Start Dates Comment Enrolment is ongoing for this CPD event on the 24th of April 2013
Course Content Content

1. The Banking landscape in Ireland today;
2. Managing your existing Banking relationship;
3. Evaluating debt service and repayment capacity;
4. Refinancing and Restructuring Options;
5. Outlook for Irish Banking;
6. Alternative sources of Finance.

Further Enquiries Ashling
059 9132152
info@cktraining.ie
Location of Course Carlow Gateway Business Centre, Athy Road, Carlow
Course Web Page: 
http://www.cktraining.ie/professionaldevelopment.html
Available to Job Seekers: 
No
Certified: 
No
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