The COPC Curriculum
COPC® Lean Six Sigma for Contact Centers – Green Belt Training
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® Lean Six Sigma for Contact Centers – Yellow Belt Training
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® Best Practices for Vendor Management Organizations
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.
COPC® Best Practices for Customer Experience Operations
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.