Class Listings

COPC® Best Practices for Customer Experience (CX) Operations is a rigorous, in-depth training program with instruction on delivering world-class customer experience operations and benchmark practices that have helped companies globally for 25+ years. This class will enable you to manage and improve any customer experience (CX) program, increasing customer satisfaction and bottom-line growth by applying best practices and guidelines in the COPC CX Standard, a performance management system for customer experience operations. Our classes are rated 100% of participants' satisfaction, with 98% recommending them to others. Several global organizations actively seek these COPC credentials while looking for fresh talent from the market.

Do you procure and/or manage outsourced call centers, dispatch technicians or other customer-facing suppliers? If so, this class is just for you. Get ready to become an expert in the outsourcing management field!

COPC® High Performance Management Techniques (HPMT) training teaches contact center staff and internal service organizations a consistent framework to achieve performance targets for service, quality, customer satisfaction, revenue, costs, productivity and efficiency. This class is designed to provide customer experience executive management teams with world-class techniques based on best practices and industry benchmarks.

COPC® Mastering Workforce Management (WFM) provides tangible methods to meet service level demands while reducing costs. Ensuring the correct number of staff with the appropriate skills are available at the right time is a delicate balance. Anyone directly involved with WFM needs specific skills and knowledge to meet internal and external demands.

This course provides attendees with best practices they can immediately apply in any customer experience operation, regardless of technology, size or complexity. Industry experts with practical, real-world experience lead attendees through proven techniques, examples and exercises to ensure mastery of the content. This unique training is like none other in the industry, benefiting WFM specialists and those peripherally involved with WFM. Attendees leave this training with the knowledge and skills to make immediate and sustained improvements in service level and costs.

COPC® Service Journey Thinking offers a holistic approach to visualizing, designing and measuring the customer journey. With service blueprinting and better data usage, organizations can create a more personalized, streamlined customer experience (CX). Reduce customer effort, improve satisfaction and enhance loyalty by analyzing the cumulative effects of all service channels rather than individual interactions.

Participants learn how to blueprint customer interactions to diagnose the root cause of customer frustrations and higher business costs. Attendees can immediately use these insights to simplify processes and develop better policies and procedures. This training provides the tools and know-how needed to generate substantial and lasting change quickly.

COPC® Best Practices for Quality Management will teach you the techniques used by industry leaders to ensure the quality program drives improvement in the customer experience and provides value to the wider business. This course is designed to provide you with practical skills and knowledge that can be used to benchmark your own business against world-class standards, while helping you design key quality processes that drive improvement at the individual frontline staff and process levels.

COPC® Best Practices for Digital Assisted Customer Experience training provides best practices for the effective design, implementation, and operation of conversational and non-conversational digital systems or channels such as voice bots, chatbots, virtual assistants, mobile apps, websites and robotic process automation (RPA). Attendees will be equipped with the knowledge tools to improve the customer experience when using bots, digital systems, and other self-service channels that contribute to your customer's service journeys.

COPC^® Contact Center Management Training is based on practices observed in high-performing operations, reviews of benchmark performance levels, and comparison of the client organization's processes and performance to these benchmarks. This training includes the Certified Professional Manager certification exam.

COPC® Data Analysis for Contact Centers will teach you techniques used by some of the world's most successful companies to analyze their contact center as well as other factors affecting the customer experience. This hands-on workshop is designed to equip managers, team leaders, quality and workforce management staff with new skills in practical data analytics that can be immediately applied in your CX operations.

COPC® Lean Six Sigma for Contact Centers — Yellow Belt Training is a foundational course that teaches you how to use Six Sigma tools to improve service, quality, and revenue, while reducing cost within your CX operations. Our training focuses on adapting the Lean Six Sigma approach to the unique challenges faced in contact centers and CX operations. This course places particular emphasis on the Define, Measure and Analyze phases of DMAIC, unlocking new skillsets for achieving sustainable improvements.

COPC® Lean Six Sigma for Contact Centers — Green Belt Training deepens students’ understanding of Lean Six Sigma by adding new tools and concepts, helping them address a broader spectrum of challenges. Participants gain experience applying their knowledge through a comprehensive in-class case study, working through all phases of DMAIC on a real contact center-based problem.

COPC® Best Practices for Vendor Management Organizations (VMOs) is an intensive program specifically for those who procure and/or manage outsourced call center or CX operations suppliers. This class is based on the COPC Customer Experience (CX) Standard for VMOs. Participants will leave the class equipped with tools and best practices to effectively source, measure and manage service providers, while increasing revenue and optimizing costs.