COPC Inc. Class Descriptions

See below for a list of COPC Inc. class descriptions. We offer training for call centers, customer experience operations, and vendor management organizations. Classes are available online, in a public class room setting, or at your work site.

For more information, contact COPC Inc. or download the Global Training Services brochure.

Online Training

COPC Inc. offers a series of online training classes for professionals who want to build their skills in the contact center industry. There are 12 classes provide best practices and benchmarks in a variety of topics for the contact center. They are available to you at any time. You can take just one, or take all 12 as part of our COPC Management Training Series. Upon completion of this series,  you may take an online exam to become a COPC Certified Professional Manager.

See below for a description of each class. To take any online course, you must first register as a user in our online training program.

COPC Inc. Online Training:

  1. An Introduction to the Contact Center Industry
  2. Inbound Phone Service Management and Metrics
  3. Cost, Efficiency, and Productivity Metrics and Management
  4. Deferred Transactions Management and Metrics
  5. Quality: Common Pitfalls and How to Avoid Them
  6. Good Graphing Tips for Contact Center Professionals
  7. Workforce Management Introduction: Real-Time Management
  8. Workforce Management Introduction: Forecasting, Staffing, and Scheduling
  9. Customer Satisfaction and Dissatisfaction
  10. Recruiting, Hiring, Training, Skills, and Knowledge Verification
  11. How to Review Data and Reporting with CUIKA
  12. Measuring and Managing Absenteeism and Attrition
Public Training

 

COPC® Customer Journey Mapping Certification

COPC® Customer Journey Mapping Certification provides you a proven approach to understand your customer’s end-to-end experience with your company and ultimately improve the customer experience. This information-packed course provides you the knowledge and tools you need to immediately lead a customer journey mapping initiative at your organization.  At the end of the class and upon successful completion of the exam, you will be certified in COPC Customer Journey Mapping.

What You Will Learn:

  • How to execute the COPC Customer Journey Mapping methodology for your organization
  • How to use our COPC Inc. customer journey mapping tools and techniques within your own work environment
  • Key steps required to gain buy-in and build a meaningful customer journey map within your work organization
  • How to leverage your customer journey map to improve the customer experience of your organization

COPC Customer Journey Mapping Certification is led by an experienced COPC Inc. leadership team who will share best practices for improving the customer experience across all industries and channels, including examples and tips for your business. In addition to presentations and group discussions, you will receive hands-on experience working with our exclusive COPC Inc. customer journey mapping tools.

Available as public training in North America. 

COPC® Best Practices for CX Operations, based on the COPC Customer Experience Standard, Release 6.0

COPC® Best Practices for CX Operations is a rigorous, in-depth program about how to deliver a world-class operational experience. This training program will help you measure, manage and improve any customer experience program, ultimately increasing both customer satisfaction and bottom line growth.

During this four-day session, you will learn how to apply best practices and guidelines found in the COPC CX Standard, a performance management system for customer experience operations. By implementing these proven best practices, you will not only achieve high performance, but also turn customers into advocates of your brand.

COPC Best Practices for CX Operations is ideal for organizations servicing customers through a single channel such as a call center, or for those working across multiple channels, including web, social media or mobile. After completing the course, you may take an exam and if you achieve a passing score, you will become a Certified COPC Implementation Leader.

Available as public training throughout the world.

COPC® Registered Coordinator Training for Vendor Management Organizations (VMOs)

Specific to buyers and managers of outsourced contact center services, the COPC® Registered Coordinator Training for Vendor Management Organizations (VMOs) is an in-depth review of the COPC VMO Standard, the industry-leading performance management system for vendor management organizations.

In this class, you will learn how to:

  • Design your VMO organization to address your buying needs
  • Optimize the operational performance of your buying team and your third-party vendors
  • Improve your understanding of your internal client’s requirements and convert those needs into operational targets for your third-party vendors

During this four-day session, our training facilitators provide real-world insight about vendor management performance through lectures, discussion, and case studies. After completing the course, you may take an exam and if you achieve a passing score, you will earn the COPC VMO Registered Coordinator designation.

Available as public training throughout the world.

COPC® Lean Six Sigma for Contact Centers – Yellow Belt Training

Six Sigma principles have been used successfully in manufacturing for many years, and COPC Inc. has implemented them in the contact center industry with excellent results. The COPC® Lean Six Sigma for Contact Centers – Yellow Belt Training teaches you the best of the Six Sigma principles and how to implement them in the global contact center.

Specifically, you will learn methods for driving high performance, increasing revenue, improving service and quality, and reducing costs using Six Sigma principles. Plus, you will learn our “practice over theory” approach that helps you achieve a tangible ROI by applying Six Sigma tools directly to your company’s data.

Available in the U.S. and Asia Pacific and at client sites throughout the world.

COPC® High Performance Management Techniques (HPMT) Training

Your contact center’s leadership can make the difference between an underperforming staff and one that achieves its performance objectives. The COPC® High Performance Management Techniques Training course equips your managers and supervisors with the skills they need to lead your contact center according to world-class, high-performance best practices.

In this class, you and your management staff will learn how to:

  • Analyze transactional and operational data from all contact channels
  • Use data to measure performance initiative results
  • Improve performance with transaction monitoring
  • Achieve performance goals in service, quality, costs, productivity, and efficiency

When this course is conducted onsite at your organization, our training facilitators will customize the curriculum with your company’s data to provide practical applications to your specific issues.

Available in Asia Pacific and at client sites throughout the world.

COPC® Best Practices for Quality and Customer Satisfaction Management

There’s nothing more important to the contact center than delivering a positive customer experience. Not only does it improve customer loyalty, but it also has a tangible influence on your bottom line. The COPC® Best Practices for Quality and Customer Satisfaction Management training course will help you better understand your customers and effectively boost customer satisfaction through transaction monitoring and operational performance.

Specifically, you and your staff will learn how to accurately measure performance and improve the customer experience through quality improvements and customer satisfaction enhancements. As with all COPC Inc. training, you will learn from a practical approach based on the best practices we have implemented and observed in contact centers around the world.

Available as public training in Asia Pacific.

COPC® Best Practices for Recruitment and Training

Any contact center is only as good as its people. The COPC® Best Practices for Recruitment and Training course will help you effectively staff your contact center to achieve service delivery improvements, productivity gains, a better customer experience, and increases in revenue and profitability.

In this class, you will learn best practices in recruitment and training as well as how to combat attrition and absenteeism, high fallout rate in training, and low performance on the contact center floor. This course also includes an action-planning workshop exercise.

Available as public training in the Philippines.

COPC® CSP Standard: Insight into Key Elements

Created in 1996, the COPC CSP Standard helps your contact center balance speed of service while ensuring accuracy and efficiency. The COPC® CSP Standard: Insight into Key Elements course will teach you the many facets of the COPC CSP Standard and provide insight into three key areas:

  • Transaction monitoring
  • Forecasting, staffing, and scheduling
  • Recruiting, hiring, and training

This course offers the same high standard of content and delivery as the COPC Registered Coordinator Training for CSPs and is a great first step in learning the COPC CSP Standard.

Available as public training in India.

Client Site Training

COPC® Customer Journey Mapping Certification

COPC® Customer Journey Mapping Certification provides you a proven approach to understand your customer’s end-to-end experience with your company and ultimately improve the customer experience. This information-packed course provides you the knowledge and tools you need to immediately lead a customer journey mapping initiative at your organization.  At the end of the class and upon successful completion of the exam, you will be certified in COPC Customer Journey Mapping.

What You Will Learn:

  • How to execute the COPC Customer Journey Mapping methodology for your organization
  • How to use our COPC Inc. customer journey mapping tools and techniques within your own work environment
  • Key steps required to gain buy-in and build a meaningful customer journey map within your work organization
  • How to leverage your customer journey map to improve the customer experience of your organization

COPC Customer Journey Mapping Certification is led by an experienced COPC Inc. leadership team who will share best practices for improving the customer experience across all industries and channels, including examples and tips for your business. In addition to presentations and group discussions, you will receive hands-on experience working with our exclusive COPC Inc. customer journey mapping tools.

Available in North America.

 

COPC® Best Practices for CX Operations, based on the COPC Customer Experience Standard, Release 6.0

COPC® Best Practices for CX Operations is a rigorous, in-depth program about how to deliver a world-class operational experience. This training program will help you measure, manage and improve any customer experience program, ultimately increasing both customer satisfaction and bottom line growth.

During this four-day session, you will learn how to apply best practices and guidelines found in the COPC CX Standard, a performance management system for customer experience operations. By implementing these proven best practices, you will not only achieve high performance, but also turn customers into advocates of your brand.

COPC Best Practices for CX Operations is ideal for organizations servicing customers through a single channel such as a call center, or for those working across multiple channels, including web, social media or mobile. After completing the course, you may take an exam and if you achieve a passing score, you will become a Certified COPC Implementation Leader.

Available at client-site training throughout the world.

COPC® Registered Coordinator Training for Customer Service Providers (CSPs) based on the COPC CSP Standard, Release 5.2

COPC® Registered Coordinator Training for CSPs is an in-depth review of the COPC Customer Service Provider (CSP) Standard, Release 5.2., a performance management system for customer contact operations. All types of organizations—including customer service, technical support, sales, fulfillment centers, credit card processing, field service organizations, and e-commerce operations—have found this course valuable.

During this four-day session, our training facilitators provide real-world insight about operational performance through lectures, discussion, and case studies. After completing the course, you may take an exam and if you achieve a passing score, you will earn the COPC CSP Registered Coordinator designation.

Available at client-site training throughout the world.

COPC® Registered Coordinator Training for Vendor Management Organizations (VMOs)

Specific to buyers and managers of outsourced contact center services, the COPC® Registered Coordinator Training for Vendor Management Organizations (VMOs) is an in-depth review of the COPC VMO Standard, the industry-leading performance management system for vendor management organizations.

In this class, you will learn how to:

  • Design your VMO organization to address your buying needs
  • Optimize the operational performance of your buying team and your third-party vendors
  • Improve your understanding of your internal client’s requirements and convert those needs into operational targets for your third-party vendors

During this four-day session, our training facilitators provide real-world insight about vendor management performance through lectures, discussion, and case studies. After completing the course, you may take an exam and if you achieve a passing score, you will earn the COPC CSP VMO Registered Coordinator designation.

Available at client-site training throughout the world.

COPC® Lean Six Sigma for Contact Centers – Yellow Belt Training

Six Sigma principles have been used successfully in manufacturing for many years, and COPC Inc. has implemented them in the contact center industry with excellent results. The COPC® Lean Six Sigma for Contact Centers – Yellow Belt Training teaches you the best of the Six Sigma principles and how to implement them in the global contact center.

Specifically, you will learn methods for driving high performance, increasing revenue, improving service and quality, and reducing costs using Six Sigma principles. Plus, you will learn our “practice over theory” approach that helps you achieve a tangible ROI by applying Six Sigma tools directly to your company’s data.

Available at client-site training throughout the world.

COPC® High Performance Management Techniques (HPMT) Training

Your contact center’s leadership can make the difference between an underperforming staff and one that achieves its performance objectives. The COPC® High Performance Management Techniques course equips your managers and supervisors with the skills they need to lead your contact center according to world-class, high-performance best practices.

In this class, you and your management staff will learn how to:

  • Analyze transactional and operational data from all contact channels
  • Use data to measure performance initiative results
  • Improve performance with transaction monitoring
  • Achieve performance goals in service, quality, costs, productivity, and efficiency

When this course is conducted onsite at your organization, our training facilitators will customize the curriculum with your company’s data to provide practical applications to your specific issues.

Available at client-site training throughout the world.

COPC® One-Day Workshops

COPC Inc. offers content-rich, one-day workshops on three topics that have a significant impact on performance improvement in the contact center:

  • Quality
  • Recruiting, hiring, and training
  • Workforce management

The COPC One-Day Workshop on Quality provides an introduction to quality and why it matters in the contact center. The class covers the seven most common quality pitfalls, what to do about each one, and how to avoid them.

In the COPC One-Day Workshop on Recruiting, Hiring, and Training, you will learn about organizational design, how to train and motivate staff to perform at the levels you expect, and how to combat attrition and absenteeism.

The COPC One-Day Workshop on Workforce Management reviews the importance of strong workforce management techniques and the effect these techniques can have on your contact center’s performance and results.