April 4, 2016
Winter Park, FL. — (April 4, 2016) — COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience (CX), announces the availability of their latest training: COPC® Best Practices for CX Operations. Featuring real-world examples of high-performing operations, this training offers CX professionals guidelines and best practices for managing and improving their CX program. The training is a five-day, in-person session led by COPC Inc. industry experts. The class is designed for organizations interacting with customers through a single channel, such as a call center, or through multiple channels such as web, social media, mobile, and face-to-face.
COPC Best Practices for CX Operations is available publicly in English starting May 30. Classes in other languages will be available in the second half of 2016, with client-specific classes starting in July and public classes available in September. See the current class listing.
COPC Best Practices in CX Operations is based on Release 6.0 of COPC CX Standard, a performance management system for customer experience operations. The class covers these key areas:
Benchmarks, implementation tips and best practices for all operations that support the customer experience, including both assisted and unassisted channels.
CX measurement and feedback including methods for gathering and analyzing customer feedback, understanding key drivers of the customer experience, leveraging the customer care function as a listening post, and key CX metrics.
Best practices for managing CX operations including quality, workforce management, performance improvement processes, people management, and data collection and analysis.
“COPC is embarking on a new chapter in our service offering to help our clients meet the changing needs of today’s customer. A significant part of our offering is an expanded customer experience training program. We have taken our most popular training, known as COPC Registered Coordinator training, and have completely revised and expanded the content to address the needs of a multichannel CX operation.
The class provides best practices found in the COPC CX Standard, and shows how to apply these guidelines to address any operational issue within the customer journey,” said Kathleen Jezierski, president and chief operating officer, COPC Inc.[/vc_column_text][divider line_type=”No Line” custom_height=”20″][vc_column_text]Media Contact