CIAC Announces First PaceSetter Organizations Innovative Organizations Are a Benchmark of Service Excellence

The Call Center Industry Advisory Council (CIAC) announced that AAA, Avon Products, Cinergy, Deloitte & Touche and Edcor are among the first organizations to become CIAC Certification PaceSetters. A CIAC Certification PaceSetter is an organization whose contact center demonstrates a consistent, unparalleled commitment to service excellence and the professional development of its human capital. CIAC Certification PaceSetters serve as role model contact centers and set the standard for high performance.

Brentwood, TN (PRWEB) Aug 6, 2003 -- The Call Center Industry Advisory Council (CIAC) announced that AAA, Avon Products, Cinergy, Deloitte & Touche and Edcor are among the first organizations to become CIAC Certification PaceSetters. A CIAC Certification PaceSetter is an organization whose contact center demonstrates a consistent, unparalleled commitment to service excellence and the professional development of its human capital. CIAC Certification PaceSetters serve as role model contact centers and set the standard for high performance.

CIAC is inviting a select group of premier organizations to become CIAC Certification PaceSetters. These are among an elite group that strive to be extraordinary in every aspect of their business and recognize the strategic value of their contact center in achieving business growth and success. Being a CIAC Certification PaceSetter distinguishes organizations that understand the powerful relationship between a high-caliber management team and business results.

Deloitte & Touche is committed to building a workforce of knowledge workers and strongly supports the ongoing professional development of our people. In demonstration of this we recently committed to CIAC Certification for our Personal Services Network center management team and are proud to be one of the first CIAC Certification PaceSetter organizations," said Bruce Campbell, director of the Personal Service Network for Deloitte and Touche.

We are extremely committed to obtaining CIAC Certification for all of our key contact center positions," said Tracy Wright, director - national call center operations for Avon Products. While we are eager for our team to earn the CIAC Certification credential, we are also seeing great value in the CIAC Certification process. Our team has varied backgrounds and the learning process required to achieve CIAC Certification helps them communicate and collaborate based on industry recognized best practices. The learning process is crucial for success because the certification exams are a true test of your contact center management knowledge and skills."

Vice President of Customer Contact Services at Cinergy Todd Arnold, said, "CIAC Certification is a comprehensive process that requires you to understand, at an expert level, all facets of leading and managing a call center. Having an industry-certified call center management team at Cinergy demonstrates not only our team's commitment to achieving excellence, but also certifies our skills at delivering high quality service to our customers. We're excited to be one of the first companies to become a CIAC Certification PaceSetter."

I have been extremely impressed with the thoroughness of the CIAC Certification process. You really need to understand the contact center business to obtain this certification," said John Robertson, vice president of customer relationship management solutions at Edcor. Having Edcor managers become CIAC-Certified has significantly improved their ability to proactively contribute to the big picture strategy, as well as better manage their day-to-day activities. The broad scope of knowledge obtained through the preparation and completion of CIAC Certification is the equivalent of several extra years of experience in the contact centers."

Director of Automotive Quality and Education Services for AAA Patricia Kleinfeldt said, AAA is an organization committed to providing excellence in service. Since a significant aspect of serving our membership is linked to the contact center, it made perfect sense to adopt CIAC Certification. A large part of providing exceptional service is to have advanced knowledge and skill levels in call center operations, people management, customer relationship management, and leadership and business management. All these areas are covered in CIAC Certification. Whether you are a novice or an experienced call center manager or executive, you will gain invaluable knowledge and tools through the CIAC Certification process."

Fredia Barry, president of CIAC said, These five organizations understand the contact centers role in helping achieve their business objectives, and equally important, the importance of a highly skilled management team to build a center that consistently demonstrates operational excellence.

About CIAC

CIAC is a not-for-profit organization established by the contact center industry to develop, administer, and govern certification for professionals that lead, manage, and work in contact centers. For information visit www.ciac-cert.org or call the CIAC Certification Operations Center at 888-859-2422.

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