COPC® High Performance Management Techniques

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.

 

What You Will Learn

• Operational best practices used in high-performance customer experience organization centers and common pitfalls to avoid
• Knowledge of high-performance benchmarks and how your organization compares
• How to train the contact center staff and internal service organizations that support the contact center with the skills needed to manage contact centers on a day-to-day basis
• Transition from problem identification to development of initial action plans to work on the problems with the highest potential ROI at the lowest risk and shortest cycle time
• Understand the cross-functional interdependencies and how each area can work better together to drive high performance
• Improve operational capabilities to achieve higher levels of client and end-user satisfaction while reducing costs
• Better use of data to identify performance issues and measure the results of performance improvement initiatives