Under the TAACCCT grant, Green River College has developed two new certificate programs, Customer Services Representatives (CSR) and Contact Center Specialist (CCS). Both certificates are integrated within the Business Marketing & Entrepreneurship program. The CSR certificate is a three quarter program that uses an industry-supported curriculum to deliver essential workplace knowledge, while allowing students to to build it into both Associate's in Business Management and Bachelor's in Business Marketing and Entrepreneurship.
The CCS certificate is a quarter-long program that offers a state-of-the-art contact center lab that enables students to engage in a simulated customer service center environment. CCS offers three courses, BUS& 101, BUS 257 and BUS 259, which students can complete within one quarter. Our two certificate programs train students for positions in fast-growing services industries, in fields as diverse as retail, banking, health care, energy, transportation and others.
National Career Readiness Certificate
The National Career Readiness Certificate is a standardized test developed by American College Testing, Inc. It is being offered to WISE students free of charge. It gives job seekers a competitive advantage by providing them with documentation that proves they can:
• Perform basic mathematic operations relevant to the workplace
• Read and understand documents commonly found in the workplace
• Find information presented in common workplace graphics
• Set up and solve complex work-related mathematic problems
• Determine the relevance of written information to work-related tasks
• Apply information derived from graphics to work-related problems
If you are developing your job search strategy, or if you just want to test your skills in areas that are mostly highly valued by employers, you may want to consider taking the NCRC. For more information, contact Deborah Tugaga, WISE Navigator, at firstname.lastname@example.org
Contact Center Practicum and New Lab
We are excited to announce the completion of our contact center lab, which will be used for our BUS 259: Customer Service Practicum course to be delivered at our Kent location. The lab was designed with 30 stations, and includes desks that allow instructors and students to move smoothly from the lab to the lecture setting and vice versa. This lab will enable students to engage in a simulated contact center environment and develop proficiency in customer service by applying human relations, communications, conflict resolution, and problem solving skills.
It has been fun to place all the pieces together and select a software partner, Interactive Intelligence, who provides us with a contact center cloud base solution where our students can train with hands-on industry specific scenarios using concurrently phones, email, and chat. For the supply and installation of equipment, we have collaborated with several departments at the college, including the business office, IT, telecommunication, purchasing, and facility, and thank them for their much appreciated help. In addition to the continuous support of the Green River College's WISE team, this project would have not happened without Byron Ford and Michael Berry, who helped with space allocation at Kent, and Amanda Schaefer and Sydney Weldele-Wallace, business division dean and chair respectively!