COPC® Best Practices for Customer Experience Operations
Drive consistency within your contact center, customer experience (CX) operations and digital service channels. Improve customer satisfaction while boosting sales and lowering costs. This certification course offers a structured framework to achieve and sustain operational improvement.
Balancing internal and external expectations is the most challenging aspect of leading a contact center or CX operation. COPC® Best Practices for Customer Experience Operations provides proven methodologies to deliver world-class CX, minimize costs and achieve consistency across all sites and channels.
This course centers around the COPC Customer Experience (CX) Standard, which has been leveraged by companies globally for 27+ years to manage and improve their contact centers and CX operations. The COPC CX Standard covers four key areas:
- Leadership and Planning
COPC® Best Practices for Customer Experience Operations is ideal for leaders of organizations servicing customers through one or more channels, including contact centers (phone, chat, email, back office), mobile/SMS social media, digital and in-person.
Industry experts who have deployed these techniques bring students direct observations and experience. With practical, real-world examples and relatable content, attendees get first-hand knowledge that they can quickly operationalize. Ninety-eight percent of past participants say they would recommend this course to others.
Attendees have the opportunity to become certified by passing a final exam to achieve the designation of COPC Customer Experience Performance Leader.
- Create a Unified Understanding and Operational Framework for Consistent Service Delivery
- Exceed High-Performance Goals and Achieve Continuous Improvement
- Obtain Better Insight into Key Drivers of the Customer Experience
- Achieve Greater Uniformity Across All Support Channels
- Reduce Errors, Improve CSAT and Lower Costs