Help Desk & Support Pros: Develop Your Skills

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Considering there is not one community college or university that offers a degree for the help desk and support field, how can these newbie contact-center professionals develop and grow their skills? During the last decade or so, organizations such as HDI (Help Desk Institute), The Call Center School (TCCS) and Call Center Industry Advisory Council (CIAC), have taken skills development upon themselves by offering certifications. Let’s take a brief look at their certifications:


HDI’s Support Center Certification (SCC) program was developed by an open industry standards committee comprised of more than 25 practitioner experts from around the world. The SCC program strives to equip organizations, not just individuals, with the skills to deliver world-class support. The certification process covers eight core areas that contain 66 criteria. The core areas include enabling factors such as leadership, policy and strategy, people management, resources, processes and procedures, as well as results factors like people satisfaction, customer satisfaction and performance. To learn more about the HDI program, see


TCCS can assist contact center professionals in earning certifications for call center front-line fundamentals, call center supervision, call center operations, leadership/business, workforce management, quality assurance and call center technical. With these tracks, professionals that complete all the courses that coincide with the track can earn a certification if they achieve an 80 percent or higher score on the exam. Most of these courses are delivered through Web seminars, classroom training and/or e-learning. To get the details about TCCS certification tracks, see


CIAC certifications, the most all-inclusive certifications offered for this field, equip contact center leaders and managers with the skills to excel in the disciplines critical to business success. These certifications develop and validate mastery-level expertise for creating and sustaining contact centers that consistently deliver exceptional service, maximize customer value and contribute to the success of the overall organization. Specifically the standards covered in the organization’s certifications include managing people, managing operations, managing relationships, and leadership and business knowledge. A contact center manager or professional can earn the CIAC-Certified Strategic Leader, CIAC-Certified Operations Manager, CIAC-Certified Management Apprentice and/or CIAC-Certified Management Consultant. To learn more about the CIAC certification tracks and testing criteria, see

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