COPC Best Practices for Quality Management

COPC® Best Practices for Quality Management will equip you with the techniques and strategies used by industry leaders to ensure that quality programs not only enhance the customer experience but also deliver a comprehensive and sustainable positive impact on the business.

This training is designed to provide practical skills and insights that can be applied to improve the quality and performance of business services in line with world-class standards, while also helping to design key quality processes that drive measurable business improvement.

Training Outline:

• Structure and approach to drive improvement at the program and individual levels
• How to measure the value of the quality function
• Key critical error types to be measured and managed
• Critical quality metrics for an accurate view of performance
• Design of quality forms and assessments that measure what matters most
• Type and frequency of quality analysis to drive performance
• Statistical techniques to determine optimal sample size
• Sampling approaches with unbiased results and reliable data
• Five key steps for calibration to ensure quality data integrity

This Training Is Ideal For:

• CX Managers
• Contact Center Managers
• Operations Managers
• Team Leaders
• Quality Managers
• Training Managers
• Quality Evaluators