Advanced Certificate in Customer Contact Planning & Management

Next courses:
19th-20th June, Manchester
18th-19th September, Manchester

If you are not already booked on this course or would like to add a place for your colleague then express your interest here and we will be in touch to discuss your options.

About the Course 

Download the details of the Advanced Certificate programme or the full information about all our University qualifications.

Awarded by the Ulster University, this is a hugely 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 frontline 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.

Please note that if a student has completed The Forum's legacy Foundation Certificate then the content is equivalent to this course, and subject to coursework having been completed satisfactorily then an exemption into the Advanced Diploma is possible (subject to University regulations).

Who is this for?
  • Want a university accredited certificate that recognises your specialist skills?
  • Planning to avoid gaps when your current experts move on?
  • Stepping into a planning role for the first time?

This programme works outstandingly well for someone in the first months of a planning role, as a refresher for those with more experience and for those who want external recognition. We combine intensive introductory training with five months of mentoring support, to help new planners contribute faster in the first months of their career.

The two day introductory course

Our 2-day intensive course offers an introduction to the essential knowledge and practical skills required for effective resource planning.  Achieving consistently high feedback ratings from participants, topics include effective scheduling and forecasting, knowledge of the key levers for good operational performance, proven planning processes and learning how to avoid common errors.

The initial three says provide an introduction to the 3 modules which are studied during this programme.  The learning objectives and course overview of the modules are found by clicking the links below.

The five-month mentoring programme
This is a practical five-month programme designed to help you when you get back to your own centre. We support you in putting your own ideas into practice, with action planning, regular telephone coaching from our expert tutors, a benchmarking site visit, three process reviews and a project learning log.

Material is also made available online throughout the five months.  This supplements the learning from the initial three days and encourages students to progress their learning through independent study.  Webinars, 1-1 tutorials and discussion forums will provide support to assist students maximise their learning.

The final integration day
Get back together with other participants to assess progress and share results from your practical work, gain further input on specific issues and develop a continuing professional development plan.

What have the students learned?
Read the following extract from the 2014 Best Practice Guide to see what students have gained from this course: Planning process: how can we really make a difference?

If you are not already booked on this course or would like to add a place for your colleague then express your interest here and we will be in touch to discuss your options.

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