Avaya Certification Contact Center Management(CCM) Track Objectives

The Avaya Contact Center Management Professional Certification Program prepares Contact Center professionals to assume higher levels of responsibility and increase their value to employers. The Avaya Contact Center Management certification program is focused on empowering professionals through a credential that establishes them as influential leaders and validates their ability to achieve critical business results.

Below are listed the Competencies and Performance Behaviors for Contact Center Management used in the initial exam development process. This information is a baseline and is tailored for each specific exam.

A Competency is as a set of knowledge, skills, capabilities, attitudes, or behaviors that characterize excellent performance within a specific context.

A Proficiency is a defined range of capability within a competency. Proficiency levels reflect a layering of increasingly complex skills.

Performance Behaviors are measurable, observable, results-focused behaviors.

Levels of proficiency are defined as follows:

• Strong Performer (Simple Network Solutions): basic competency – internal/individual focus
• High Performer (Medium Network Solutions): higher degree of competency – external focus, influences team, peers, and others - help team members develop competency proficiency
• Role Model (Complex Network Solutions): expert application of competency – broad, external focus on others, cross team influence, leader/mentor for this competency within the organization Performance Behaviors are measurable, observable, results-focused behaviors.

ACA Objectives

On an individual level, the ACA – Contact Center Management should have the following capabilities:

ACS Objectives

The qualified ACS – Contact Center Management individual should have the following capabilities: Higher degree of competency - External focus, influences team, peers, and others - help team members develop competency proficiency.