COPC® Contact Center Management Training Documents & Availability.

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COPC® Contact Center Management Training

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.


This online training was designed for contact center supervisors and new managers wanting to hone their skills and knowledge with the benefits of a flexible, modular online approach. This training is based on practices observed in high-performing operations and provides a comprehensive overview of best practices required to achieve your contact center’s goals.

Online training is based on the COPC Customer Experience (CX) Standard, that focuses on Leadership & Planning, Processes, People and Performance. All modules are designed to allow students to learn at their own pace. Training can be purchased by individuals or for groups. Online training is delivered by COPC Inc. consultants with real-world examples, activities and resources to enhance student learning.

The online certification course includes:

  • Nearly 19 hours of training across multiple modules based on the COPC CX Standards
  • The ability for students to learn at their own pace and tracking tools to manage their progress
  • An opportunity to achieve COPC Certified Professional Manager certification
  • An interactive digital certificate and badge to showcase student achievement
  • Access to the training program for one year from the date of purchase

Who should attend:

  • Supervisors and those new to contact center operations
  • Contact/Call Center Supervisors
  • Contact/Call Center Managers
  • Contact/Call Center Team Leads
  • Contact/Call Center CX Professionals

COPC Contact Center Management Training Modules include:

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