COPC® High-Performance Management Techniques
This course delivers frontline contact center managers who know how to implement best practices and strategies to measure, monitor and enhance performance.
- On-demand: Self-paced learning
- On-demand: 24/7 access
- Public: In-person or live-virtual options
- Public: Collaborative classroom setting with expert instructors
In the dynamic environment of contact centers, frontline managers are critical to driving exceptional results. However, “super-agents” are often thrust into supervisory positions with little exposure or knowledge of contact center operational management. This issue continues to be exacerbated as these supervisors are promoted into operational management roles. Or managers may move laterally into the contact center organization with no training in this new customer operations managerial environment.
COPC High-Performance Management Techniques training bridges the gap by equipping contact center management teams and internal support organizations with proven best practices to measure, monitor, and enhance performance. By implementing this training for all frontline management staff, organizations gain a comprehensive toolkit to optimize operational efficiency, improve the customer experience, boost employee engagement, and drive overall performance.
- Continuous Improvement Culture
- Consistent Leadership
- Increased Retention
- Organizational Depth
- Data-Driven Decision Making
- Competitive Advantage