Training

Class Listings

COPC Inc. offers an extensive global training program based on the COPC CX Standard, creating a foundation for high-performance management and individual certification.

The COPC Curriculum

Our curriculum covers a range of topics including contact center and customer experience management best practices, data analytics and Lean Six Sigma. COPC Inc. training is available in 14+ countries and in many languages. Course facilitators have an average of 17 years of practical experience running customer experience and contact center operations.
Image

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.
Learn More
Image

COPC® Mastering Workforce Management

COPC® Mastering Workforce Management (WFM) teaches tangible methods to accurately forecast labor requirements, improve staff performance, and reduce labor-related costs along with many other processes to optimize the service journey and customer experience of your customers.

This training will benefit any WFM Specialist (junior and senior) in customer experience and contact center organizations whose role involves forecasting workloads, capacity planning, creating schedules and rosters, or managing the KPI’s as part of real-time management. The global best practices, as well as the practical and theoretical skills included in this training are beneficial for individuals or teams in all organizations. Whether you work within highly complex, multiskilled frontline environments, or single skilled back office or social media teams, equip and empower yourself with these critical skills.
Learn More
Image

COPC® Lean Six Sigma for Contact Centers – Yellow Belt Training

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.
Learn More
Image

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.
Learn More
Image

COPC® Data Analysis for Contact Centers

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.
Learn More