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Contact Center Manager Certification

The Contact Center Manager Certification Course is composed of ten information-rich modules that include learning activity “case studies” that focus on practical problem solving and current call center best practices. The curriculum, which was originally developed by Dr. Jon Anton of Purdue University, has been expanded and updated by Bruce Belfiore, Chancellor of the College, Jose Perez, Dean of the College, and their staff of industry experts. Training includes: 

• Leadership & Organization 
• Data Analytics 
• Human Resources
• Agent Satisfaction
• Customer Satisfaction 
• Basic Workforce Management 
• Quality & Call Monitoring 
• Coaching For Performance 
• At-Home Agents 
• Benchmarking 

Day 1: Tuesday October 15, 2024 from 8:30-5pm
Day 2: Wednesday October 16, 2024 from 8:30-5pm
Day 3: Thursday October 17, 2024 from 8:30-4:30pm

Substitution, Cancellation & Refund Policy
Substitution Policy — You may substitute participants for an in-person registration. To begin the process, please email Jeremy Jones at [email protected].

Full Refund Policy — You may cancel your in-person registration and receive a full refund of the associated registration fee provided that your cancellation notice is emailed to Jeremy Jones at [email protected].  

50% Refund Policy — You may cancel your in-person registration and receive a refund of 50% of original registration provided that your cancellation notice is emailed to Jeremy Jones at [email protected]. 

If you have any questions regarding this policy, please email Jeremy Jones at [email protected].

Communication Policy
ICUCCC may send you informational emails and text messages. Depending on your plan, rates may apply.

Event Photos & Video
Throughout educational sessions and social functions, we will be snapping pictures and taking video clips to capture the spirit of the event. Attendees should know that through their attendance, they are granting the International Credit Union Contact Center Conference permission to use these photos in various publications.

Harassment-Free Conference Experience
The International Credit Union Contact Center Conference is dedicated to providing a harassment-free conference experience for everyone. We do not tolerate harassment of conference participants in any form. Conference participants violating this policy may be asked to leave the conference at the discretion of the conference organizers. If someone makes you or anyone else feel unsafe or unwelcome, you are not required to, but you are encouraged to report the details. Conference staff will take seriously all concerns brought to them. Harassment reduces the value of our conference for everyone. For this reason we work hard to provide a safe, professional, and learning environment for all.

Covid-19 Release
The ICUCCC team is following guidance from local health departments and the Centers for Disease Control and Prevention (CDC) regarding large gatherings, including CDC recommendations on preventing the spread of COVID-19. In addition, we are specifically focused on monitoring COVID-19 in the State of Las Vegas in conjunction with our partner hotel, Park MGM. Click here to see MGMs’s Seven-Point Safety-Plan.

User Representations
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If you provide any information that is untrue, inaccurate, not current, or incomplete, we have the right to suspend or terminate your account and refuse any and all current or future use of the Site (or any portion thereof).

User Registration
You may be required to register with the Site. You agree to keep your password confidential and will be responsible for all use of your account and password. We reserve the right to remove, reclaim, or change a username you select if we determine, in our sole discretion, that such username is inappropriate, obscene, or otherwise objectionable.