Make the most of Altitude solutionsAn individual who has achieved Altitude certification has...

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Make the most of Altitude solutions

Transcript of Make the most of Altitude solutionsAn individual who has achieved Altitude certification has...

Page 1: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

Make the most of Altitude solutions

Page 2: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

CONTENTS

• ALTITUDE LEARNING & CERTIFICATION

• THE QUALIFIED PROFESSIONAL

• CERTIFICATION BENEFITS

• ALTITUDE CERTIFIED PROFESSIONAL

• HOW TO GET CERTIFIED?

• TRAINING COURSES

• CERTIFICATION EXAMS

• CERTIFICATION PATHS

• SKILLS AND BENEFITS FOR EACH CERTIFICATION PATH

• RECERTIFICATION

• EXPERIENCE-BASED EQUIVALENCES

• ACP OVERVIEW

© Altitude Software 2

Page 3: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

ALTITUDE LEARNING & CERTIFICATION

• Altitude Learning & Certification’s mission is to increase Contact Center performance through well-trained and motivated human resources.

• We work closely with Altitude’s teams of Research & Development, Service Excellence and Customer Care to design training courses and certifications that meet your Altitude solutions knowledge needs.

© Altitude Software 3

Access Altitude Learning Hubto learn about our Training and Certification offerings.

https://altitude.csod.com/
Page 4: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

THE QUALIFIED PROFESSIONAL

The importance of professional development, effective training and certification in contact centers is well-known and it becomes even more important when managing and implementing new technology.

Technology is just a tool; the real impact comes from how those tools are used to improve customer service, sales, services, etc. Empower your staff with professional training and certification designed for them.

Contact Center professionals can use our certifications to validate different levels of mastery and expertise. So whether you are an agent, supervisor, manager, IT specialist, etc, you can find a solution that works for you.

© Altitude Software 4

TRAINING CERTIFICATION

From e-learning to in-person training provided by us or one of our outstanding

partners, we offer a variety of ways to meet your learning and development goals.

Knowledge-based certifications help individuals show what they have

accomplished and distinguish themselves amongst their peers.

Page 5: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

CERTIFICATION BENEFITS

© Altitude Software 5

Altitude certification is for anyone seeking to certify their knowledge of Altitudesolutions.

The contact center industry is a competitive environment and a growing industry,where only the best stand out. Anyone who uses Altitude solutions for professionalreasons can benefit from the program by emphasizing their skills and knowledge withan official certification from Altitude.

An individual who has achieved Altitude certification has validated its knowledge andskills which increases its market value and its ability to help its organization thrive.

Have Highly qualified

professionals

Be an Effective, trusted

company

Get more Profit from

Altitude solutions

Win the ability to develop

your solution and services

Deliver Better, faster campaigns

Achieve Better

results and performance

Deliver a Better

customer experience

Page 6: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

ALTITUDE CERTIFIED PROFESSIONAL

6

Altitude Certified Professional (ACP) is Altitude’s official certification program that recognizes and validates the expertise and skills of professionals in the use of Altitude solutions.

Altitude certification program recognizes seven contact center professional profiles:

© Altitude Software

Page 7: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

HOW TO GET CERTIFIED?

© Altitude Software 7

Contact Altitude Learning & Certification

[email protected]

Enroll/Apply on Altitude Learning Hub

altitude.csod.com

Contact the local Altitude office or Altitude account

manager

mailto:[email protected]
https://altitude.csod.com/
Page 8: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

TRAINING COURSES

© Altitude Software 8

Types of courses:

• Instructor-led training:delivered onsite on Altitude

premises or in customer facilities, or remotely in virtual

classrooms

• E-learning courses:delivered online on Altitude

Learning Hub, to be completed on your own

Altitude Learning & Certification´s training catalog can be

consulted on:

• Altitude Learning Hubaltitude.csod.com

• Altitude´s corporate websitewww.altitude.com

https://altitude.csod.com/
http://www.altitude.com/
Page 9: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

CERTIFICATION EXAMS

© Altitude Software 9

Platform

Certification exams are taken online on Altitude

Learning Hub.

Certificate

Immediately after successfully passing the certification

exams, professionals can

download their certification

diploma.

Content

All exams are developed

and structured to cover the specific

skills and knowledge

required for each certification path.

Exam

The exams consist of a range of multiple-choice

questions. To pass the exam, professionals must score a

minimum of 70%.

Page 10: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

CERTIFICATION PATHS

© Altitude Software 10

0C805Altitude Agent

Desktop and Best Practices E-learning Course and

Exam

OC811Altitude

XperienceTeam

LeaderE-learning

Course and Exam

C820Contact Center Management

Course and Exam

C825System Administration

Course and Exam

OC801Altitude

XperiencePre-SalesE-learning Course and

Exam

C831Agent

ScriptingCourse and

Exam

C832Automated

ScriptingCourse and

Exam

OC810Altitude

Xperience Technical Support

E-learning Course and

Exam

Page 11: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

ACP AGENT

© Altitude Software 11

TARGET AUDIENCE

• Contact center agents

SKILLS

• Best practices in customer interactions • Advanced skills on Agent Desktop

BENEFITS

• Taken online – easy and fast• Better skilled agents• Higher agent productivity• Improved agent motivation• Better campaign results, e.g. more

sales• Improved customer experience• Certification increases business value

and reputation

Page 12: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

ACP TEAM LEADER

© Altitude Software 12

TARGET AUDIENCE

• Contact center team leaders and supervisors

SKILLS

• Best industry practices in team management

• Advanced skills in managing and monitoring agent and campaign activities with Altitude solutions

BENEFITS

• Better team management skills, including agent motivation, training and control

• Advanced knowledge and skills in the use of Altitude Management Portal

• Ability to configure campaigns to optimize productivity, performance and results

Page 13: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

ACP CONTACT CENTER MANAGER

© Altitude Software 13

TARGET AUDIENCE

• Contact center supervisors and administrators

SKILLS

• Best industry practices for contact center management

• Advanced skills in operating Altitude solutions

• Agent and campaign management• Contact center performance and

reporting

BENEFITS

• Better Contact Center management overview

• Fast campaign adjustments• Less IT dependency• Better campaign and agent

management• Improved company results

Page 14: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

ACP SYSTEM ADMINISTRATOR

© Altitude Software 14

TARGET AUDIENCE

• Technical operations, IT and professional services

SKILLS

• Best industry practices for contact center management

• Advanced skills to install, maintain, operate and administrate Altitude solutions

• Set up, configure and support day-to-day operations

BENEFITS

• Improved ability to profit and deliver more with Altitude solutions

• Quick improvements to the solution• Easier and faster to adjust operations

to market trends and needs• Certification increases business value

and reputation

Page 15: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

ACP SOLUTIONS DEVELOPER

© Altitude Software 15

TARGET AUDIENCE

• Application support / development or professional services

SKILLS

• Best industry practices for contact center management

• Altitude Scripting Studio advanced skills• Develop complex agent, IVR and routing

scripts• Integrate 3rd party applications

BENEFITS

• Improved ability to profit and deliver more with Altitude solutions

• Faster (in-house) development and deployment

• Complex scripting done in-house• Better understanding of the solution´s

capabilities allows for optimization• Certification increases business value

and reputation

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ACP PRE-SALES

© Altitude Software 16

TARGET AUDIENCE

• Pre-sales

SKILLS

• Best industry practices for contact center management

• Advanced skills to present and sell Altitude solutions

• Advanced skills to design high-level architecture and solutions

BENEFITS

• Highly skilled pre-sales convert more prospects

• Help improve customer business and increase customer satisfaction

• Help implement solutions at customer site

• Better overall company performance• Certification increases business value

and reputation

Page 17: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

ACP TECHNICAL SUPPORT

© Altitude Software 17

TARGET AUDIENCE

• Technical operations, IT or help desk

• 1st and 2nd line of support to ongoing installations of Altitude solutions

SKILLS

• Best industry practices for contact center management

• Advanced skills to provide high quality technical support to customers

• Deep knowledge of Altitude solutions

BENEFITS

• Improved customer satisfaction, retention and loyalty

• Better technical support performance and results

• Quick customer problem resolution • Better customer and company results• Certification increases business value

and reputation

Page 18: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

Validity

Certifications are valid for a period

of 2 years, and should be

renewed once they have expired.

RECERTIFICATION

© Altitude Software 18

Info

Certification status and

expiration dates can be consulted

on Altitude Learning Hub.

Renewal

To renew a certification, new

certification exams have to be

taken.

New Releases

Certification renewals include the knowledge of any new Altitude releases, so that

new training courses may be

required, besides the recertification

exams.

Page 19: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

EXPERIENCE-BASED EQUIVALENCES

© Altitude Software 19

Course Equivalence Request

Professionals can submit a request of equivalence to a

specific course, based on their actual professional experience

with Altitude solutions.

Equivalence requests must be addressed to:

[email protected]

Requirements for Course Equivalences

Course contents knowledge and a minimum of 2 years

experience in the course area attested by the company of the

professional.

mailto:[email protected]
Page 20: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

ACP OVERVIEW

© Altitude Software 20

Have Highly qualified

professionals

Be an Effective, trusted company

Get more Profit from Altitude solutions

Win the ability to develop your solution

and services

Deliver better, faster campaigns

Achieve Better results and

performance

Deliver

a Better customer experience

Page 21: Make the most of Altitude solutionsAn individual who has achieved Altitude certification has validated its knowledge and skills which increases its market value and its ability to

Learning & CertificationAltitude Learning Hub: altitude.csod.com

e-mail: [email protected]

https://altitude.csod.com/
mailto:[email protected]

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Lesson 15: Altitude Sickness - Troop 139 Chester NJbsa-troop139.org/Docs/Lesson 15 Altitude Sickness.pdf · Altitude Illness Overview •Altitude illness occurs when people at high

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THREE EQUAL ALTITUDE PROBLEM, ASTROLABE, APPLICATION … · 2017. 11. 26. · THREE EQUAL ALTITUDE PROBLEM, ASTROLABE, APPLICATION OF A NEW COMPUTATION METHOD AND ITS THEORY Kasım

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