Developing SME Certification Course
Has anyone developed a in-house SME Certification? I've been tasked with creating one for our call center teams. They want one SME on each team that is versed on a specific topic (legal ). They are trying to reduce the number of legal escalations forms going to the legal depart. Currently, they do not have a structured cert. program, but they do have very basic 2 hour training for selected employees. However, the incorrect submission #'s are very high (this is why they want a structured cert). The only incentive to an employee is more knowledge. I've met with several project owners/current SME to get their "wish list", but I'm having a hard time figuring out how to get started, for example: What do we call the program (creative acronym besides SME), do we grandfather existing employees that do this now, how to go about implementing the program / marketing ideas, what do we give to acknowledge (paper cert), how do we maintain with attrition, conducting on-going training for new employees selected, etc. Any suggestions, ideas, words of wisdom would be so helpful!