Acquire the book "Leading Operational Certification Conference for Contact Centers" now. He will provide you with tools to manage Contact Center channels based on best practices of the Latin American industry. 
 "The contact center certification is a unique accreditation in Lationamero that certifies a higher level of knowledge in MGRCC (TELEACCION Results Management Model), a guide that compiles the best practices used successfully in contact center operations at an international level. "