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® Service Journey Thinking is designed for individuals looking for a proven approach to improving the customer experience. This training provides the tools and knowhow needed to generate substantial and lasting change. From blueprinting the journey to the linking of backstage (behind-the-scenes) activities with frontstage (customer visible) activities, participants will be equipped to have an immediate and positive impact on the service journey.
COPC® Best Practices for Quality Management will teach you the techniques used by industry leaders to ensure the quality program drives improvement in the customer experience and provides value to the wider business. This two-day (half-days) workshop is designed to provide you with practical skills and knowledge that can be used to benchmark your own business against world-class standards, while helping you design key Quality processes that drive improvement at the agent and process levels.
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.
COPC® Best Practices for Vendor Management Organizations (VMOs) is an intensive program specifically for those who procure and/or manage outsourced call center or CX operations suppliers. This class is based on the all-new COPC Customer Experience (CX) Standard for VMOs, and replaces COPC® Registered Coordinator Training for VMOs. Participants will leave the class equipped with tools and best practices to effectively source, measure and manage service providers, while increasing revenue and optimizing costs.
COPC® Best Practices for Customer Experience (CX) Operations is a rigorous, in-depth program about how to deliver a world-class customer experience operation. This training will help you manage and improve any customer experience program, increasing both customer satisfaction and bottom line growth. You will learn how to apply best practices and guidelines found in the COPC CX Standard, a performance management system for customer experience operations.
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 COPC Certified Professional Manager certification exam.
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® 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® 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.