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Contact centers are one of the fastest growing businesses worldwide. They serve as a critical link between an organization and its customers. A growing number of organizations are discovering the secret to a top performing center. Ultimately, what makes a center great is its leadership and management team. The leadership of a top performing center has the ability to inspire a culture of performance excellence and multi-disciplinary expertise to align the center's goals with the organization's business objectives. A top performing center's management team has specialized know-how to achieve and sustain best practice metrics that support the bottom line business. This kind of leadership and management expertise does not magically develop on its own - it must be deliberately cultivated. This is where CIAC comes in.

CIAC is the worldwide standards and certifying body for customer care and support center professionals. The not-for-profit CIAC is dedicated to advancing the business of customer care and support centers by fostering a class of leaders and managers with specialized expertise. Through industry-established standards and professional certification, CIAC helps executives and managers in these organizations become role model leaders who create top performing centers. CIAC Certification provides the roadmap to raise center performance in those mission-critical areas most linked to bottom-line results and provides a framework for continual learning and professional advancement.

For seasoned center practitioners, the industry-sanctioned CIAC Certification credential is formal validation of leadership and management mastery. For those building a career in center management, the CIAC Certification standardized learning and testing process instills and validates the knowledge, skills, and behaviors essential for success. A new breed of expert-level management professional is emerging as a result of CIAC Certification. With the CIAC Certification credential, customer care and support center executives and managers are equipped to deliver business results. Here are the top reasons why.

1. Transferable mastery: In addition to traditional benefits like career advancement, improved performance, and increased confidence, the CIAC Certification credential verifies that a professional has mastery that is transferable across the industry. It also differentiates them in the marketplace and significantly enhances their value to the organization.

2. Recognized leader and role model: For a seasoned practitioner who has mastered center management, earning the CIAC Certification credential ensures recognition as an industry leader and role model. Without recognized leaders, capable of establishing a strategic direction and charting the course, there will be little hope for the rest of the industry to positively affect or be affected by change.

3. Framework for leadership development: For professionals pursuing a career in center management, CIAC Certification provides the framework to develop the knowledge and skills needed for success and for ongoing learning in order to stay ahead.

4. Mastery of all functional areas: Through the CIAC Certification process a professional achieves a mastery level command of all the functional areas of center management. It is an opportunity to find out what 'you don't know', fill-in the gaps, and to enhance areas of strength. If "you don't know what you don't know", how can improvement occur?

5. Leading with best practices: The CIAC Certification credential assures the leadership and management team can lead according to industry-recognized best practices. A competent leadership and management team is the foundation of a successful center and organizations highly value professionals with high-caliber expertise.

6. Commitment to excellence: Being CIAC-Certified demonstrates an unparalleled commitment to performance excellence and sends a strong message that the same is expected from the entire center team. A culture of excellence starts at the top.

7. Mentor for future leaders: CIAC-Certified Professionals are viewed across the industry as leaders and role models for future center managers and executives. CIAC Certification establishes its recipients as the "new generation of leaders" who not only shift their experience, interest, and strengths from inside the center to the enterprise as a whole, but who also make the pursuit of center management accessible for others in their organization and in the industry who seek a career path into the profession.

8. Job security: Earning CIAC Certification demonstrates a commitment to ongoing professional development and elevates its recipients to credentialed professionals with proven, specialized expertise - all which greatly increase a professional's value.

9. Quality consciousness: Through the CIAC Certification process professionals gain the confidence and ability to create a level of quality consciousness that will positively affect the center and organization at large. The goal of CIAC Certification is to influence the culture of organizations by enabling a powerful validation of management strategies and practices that elevate and support the role of customer care and support center management professionals.

10. Raises the bar: CIAC Certification challenges the status quo. It requires professionals to be on top of their game and formally recognizes their achievement. It's an important way of raising the bar to exceed personal and professional expectations to promote continued growth.

For More information about CIAC Certification - see our section on Certification