In the dynamic environment of contact centers, frontline managers are the key to driving exceptional results. However, “super-agents” are often thrust into supervisory positions with little exposure or knowledge of contact center operational management.
COPC® High-Performance Management Techniques on-demand training closes the skills gap by equipping contact center management teams and internal support organizations with proven best practices to measure, monitor, and enhance performance.
We understand the challenges associated with building, deploying, and maintaining a frontline manager training program. That’s why we offer a solution for organizations that eliminates the need for time-consuming and resource-intensive initiatives. Our on-demand training program provides convenient and unlimited access to comprehensive training anytime and anywhere.
A comprehensive curriculum with 15 modules ensures your frontline managers understand all critical aspects of managing high-performing teams:
Train and Certify Your Management Team with Enterprise
Enhance agent and frontline manager retention through the guidance of skilled and knowledgeable managers leading your teams.
Establish uniformity across teams to ensure a shared understanding of how to measure and manage operations.
Build organizational depth by equipping managers with skills and knowledge they can implement immediately upon promotion.
Empower your frontline managers with tools and methodologies to use data correctly to drive
Implement this course, created by industry experts, at a significantly lower cost than developing and maintaining your own program.
Eliminate the need to wait for a full class and save time by avoiding delays in training new frontline managers with unlimited, 24/7 access.
Key metrics and operational best practices used in high-performance contact centers and CX operations
High-performance benchmarks and organizational comparisons
Methods to transition from identifying problems to developing action plans that address performance issues with the highest potential ROI
Cross-functional interdependencies and how each area can work better together to drive high performance
Operational capabilities to achieve higher levels of client and end-user satisfaction while reducing costs
Effective use of data to identify performance issues and measure the results of performance improvement initiatives
COPC High-Performance Management Techniques on-demand training is continuously updated with the best practices and benchmarks that your frontline and support management need to know. With unlimited, around-the-clock access through annual licenses, you can be confident that your managers will stay ahead of the curve and give you a competitive advantage.