Class Listings

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^® 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.

COPC® Mastering Workforce Management (WFM) provides tangible methods to meet service level demands while reducing costs. Ensuring the correct number of staff with the appropriate skills are available at the right time is a delicate balance. Anyone directly involved with WFM needs specific skills and knowledge to meet internal and external demands.

This course provides attendees with best practices they can immediately apply in any customer experience operation, regardless of technology, size or complexity. Industry experts with practical, real-world experience lead attendees through proven techniques, examples and exercises to ensure mastery of the content. This unique training is like none other in the industry, benefiting WFM specialists and those peripherally involved with WFM. Attendees leave this training with the knowledge and skills to make immediate and sustained improvements in service level and costs.

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® 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.

COPC® Data Analysis for Contact Centers will teach you techniques used by some of the world's most successful companies to analyze their contact center as well as other factors affecting the customer experience. This hands-on workshop is designed to equip managers, team leaders, quality and workforce management staff with new skills in practical data analytics that can be immediately applied in your CX operations.