Make the most of Altitude solutionsmanagement •Advanced skills in managing and monitoring agent and campaign activities with Altitude solutions BENEFITS •Better team management

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.


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.


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 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?


Contact Altitude

University through

[email protected]

Enroll/Apply on the

Altitude University

Knowledge Hub

altitude.csod.com

Contact the local

Altitude office or

Altitude account

manager

mailto:[email protected]

https://altitude.csod.com/

TRAINING COURSES


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

https://altitude.csod.com/

http://www.altitude.com/

CERTIFICATION EXAMS


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


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


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


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


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


TARGET AUDIENCE

• Technical operations, IT and

professional services

SKILLS


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


and reputation

ACP SOLUTIONS DEVELOPER


TARGET AUDIENCE

• Application support / development or

professional services

SKILLS


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


and reputation

ACP PRE-SALES


TARGET AUDIENCE

• Pre-sales

SKILLS


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


and reputation

ACP TECHNICAL SUPPORT


TARGET AUDIENCE

• Technical operations, IT or help desk

• 1st and 2nd line of support to ongoing

installations of Altitude solutions

SKILLS


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


and reputation

Validity

Certifications are

valid for a period

of 2 years, and

should be renewed

once they have

expired.

RECERTIFICATION


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


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:

[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.


ACP OVERVIEW


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: [email protected]

altitude.csod.com


Documents

Make the most of Altitude solutionsmanagement •Advanced skills in managing and monitoring agent and campaign activities with Altitude solutions BENEFITS •Better team management