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Contact center executives who have a minimum of one year experience in a job role responsible for the leadership and strategic management of a contact center are eligible to test for the CIAC-Certified Strategic Leader (CCSL) designation. Primary responsibilities of this job role include establishing the direction and vision for customer care across all channels of the organization; formulating and executing an operating strategy that supports the center's and organization's business goals; and accountability for the center's financial performance. Typical titles for this job role are vice president, assistant vice president, director, and senior-manager.
Value of the CIAC-Certified Strategic Leader Designation
- Establishes you as leader in the global industry and a role model for future leaders
- Validates your mastery-level expertise in contact center leadership and management
- Increases your value to employer and in the marketplace
- Is proof of your ability to achieve business results
- Demonstrates your commitment to excellence and continual learning and improvement
How To Get The CIAC Industry Credential
To become a CIAC-Certified Strategic Leader, candidates must successfully complete testing that validates mastery of the Contact Center Strategic Leader Competencies. These industry-defined competencies specify the knowledge, skills, and abilities that enable superior leadership of a contact center. Job role-specific competence is assessed in each of the following domains:
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People
- Contact Center Operations
- Customers
- Leadership and Business
Testing for the CIAC-Certified Strategic Leader designation consists of:
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4 Knowledge Assessments
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Work Product Assignment
The Knowledge Assessments are administered online by a CIAC-registered proctor at the candidate's workplace. Testing is also administered at select public testing centers. The Knowledge Assessments can be completed one-at-a-time by competency domain in four testing sessions; or all four assessments can be completed at the same time in one testing session. Most candidates train and test by competency domain. Passing score for each of the Knowledge Assessment is 75%. Candidates may retest in the event a passing score is not achieved on one or more of the Knowledge Assessments.
After passing the four Knowledge Assessments, candidates complete a Work Product assignment. The purpose of the Work Product assignment is to assess the candidate's ability to effectively apply, on the job, the knowledge, skills and abilities specified in the CCSL Competency Standards. The Work Product assignment is completed at the workplace and must be approved by the candidate's manager. The approved Work Product is then submitted to CIAC for evaluation by a subject matter expert.
CIAC encourages candidates to complete a set of Self-Assessments as the first step to prepare for certification testing. The Self-Assessments let candidates compare present knowledge and skills against the job role competency requirements in order to identify areas where training and/or job experience may be necessary to ensure successful certification testing. The Self -Assessments also identify the candidate's strongest competency area(s) and logical starting point for certification testing. They can also be used to to conduct a group gap analysis. The Self-Assessments are provided to candidates free of charge upon registration for CIAC Certification.
Recertification is required every three years to maintain an active CIAC-Certified Strategic Leader designation.
Testing Fees for CIAC-Certified Strategic Leader
Practice Tests
Register for CIAC Certification
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