COPC® Best Practices for Customer Experience Operations is a high-standard, in-depth training program based on the world’s best practices and guidelines summarized in the COPC CX Standard.

Participants will specifically learn how to implement COPC CX Standard version 7.0 and how to manage world-class, high-performance customer experience operations in an effort to increase customer satisfaction, more efficient operating costs, and business growth.

This training will equip participants with the most effective management strategies in four key areas of contact center operations and customer experience, namely leadership & planning, processes, human resource management, and performance.

This training is ideal for customer service-focused organizations regardless of industry. .

Training Outline:

• Achieve continuous improvement & high performance with best practices from the COPC CX Standard
• Target improvements on crucial service journeys
• Optimize the effectiveness of the customer service experience
• Collect & analyze customer feedback through a structured approach
• Implement quality measures to drive Customer Experience (CX) improvements
• Ensure data integrity in reporting and information gathering
• Initiate corrective actions & improvement plans
• Understand roles, measurements, & processes for better management of digital service channels

This Training Is Ideal For:

• CX Executives
• Care and Service Executives
• Heads of Contact Centers
• Contact Center Leads &
• Senior Managers
• CX Operations Managers &
• Senior Directors
• CX Program Designers
• Quality Assurance Leaders