I'm not aware of any certification for call center agents at this time. Some universities offer programs, but these are not recognized certifications. Hopefully success of CIAC at the management level will lead to more certifications over time.
Read why contact centers are operating with a new set of performance metrics.
Take a peek at the "top twenty" performance measures commonly associated with personnel and the processes in today's multi-channel center.
This was first published in March 2005