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Make the most of Altitude solutions
CONTENTS
• ALTITUDE UNIVERSITY
• THE QUALIFIED PROFESSIONAL
• CERTIFICATION PROGRAM BENEFITS
• ALTITUDE CERTIFIED PROFESSIONAL
• HOW TO GET CERTIFIED?
• TRAINING COURSES
• CERTIFICATION EXAMS
• CERTIFICATION PATHS
• SKILLS AND BENEFITS FOR EACH CERTIFICATION PATH
• RECERTIFICATION
• EXPERIENCE-BASED COURSE EQUIVALENCES
• ACP OVERVIEW
© Altitude Software 2
ALTITUDE UNIVERSITY
• Altitude University’s mission is to increase Contact Center performance through well-trained and motivated human resources.
• Altitude University works closely with Altitude’s teams of Research & Development, Service Excellence and Customer Care to design training courses and certifications that meet your Altitude knowledge needs.
© Altitude Software 3
Access Altitude University Knowledge Hub today
to learn about our Training and Certification offerings.
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.
CERTIFICATION PROGRAM BENEFITS
© Altitude Software 5
Altitude certification is for anyone seeking to certify their knowledge of Altitude
solutions.
The contact center industry is a competitive environment and a growing industry, where
only the best stand out. Anyone who uses Altitude solutions for professional reasons can
benefit from the program by emphasizing their skills and knowledge with an official
certification from Altitude.
An individual who has achieved Altitude certification has validated its knowledge and
skills 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
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
HOW TO GET CERTIFIED?
© Altitude Software 7
Contact Altitude
University through
altitude.university@altitude.com
Enroll/Apply on the
Altitude University
Knowledge Hub
altitude.csod.com
Contact the local
Altitude office or
Altitude account
manager
TRAINING COURSES
© Altitude Software 8
Types of courses:
• Instructor-led training:
delivered onsite on Altitude
premises or in partner or
customer facilities, or remotely in
virtual classrooms
• E-learning courses:
delivered online on the Altitude
University Knowledge Hub, to be
completed on your own
Altitude University´s training
catalog can be
consulted on:
• Altitude University Knowledge
Hub
altitude.csod.com
• Altitude´s corporate website
www.altitude.com
CERTIFICATION EXAMS
© Altitude Software 9
Platform
Certification
exams are taken
online on the
Altitude University
Knowledge 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%.
CERTIFICATION PATHS
© Altitude Software 10
0C805
Altitude
Agent
Desktop and
Best
Practices
E-learning
Course and
Exam
C811
Altitude
Xperience
Team Leader
Course and
Exam
C820
Contact Center Management
Course and Exam
C825
System Administration
Course and Exam
C801
Altitude
Xperience
Pre–Sales
Course and
Exam
C831
Agent
Scripting
Course and
Exam
C832
Automated
Scripting
Course and
Exam
OC810
Altitude
Xperience
Technical
Support
E-learning
Course and
Exam
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
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
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
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
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
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
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
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 the Altitude
University
Knowledge 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.
EXPERIENCE-BASED COURSE 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 Altitude University:
altitude.university@altitude.com
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.
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
Altitude UniversityKnowledge Hub: altitude.csod.com
e-mail: altitude.university@altitude.com
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