Hundreds of the highest-performing operations around the globe utilise the COPC CX Standard in their daily operations. Why? Because it equips them with the most effective management strategies in four key areas of contact centre operations: Leadership & Planning, Processes, People and Performance. When properly implemented, these strategies deliver what every contact centre operation is after: improved performance, increased customer satisfaction and lower costs.
COPC® Best Practices for Customer Experience (CX) Operations is a rigorous, in-depth course built around the guidelines and best practices set forth within the COPC CX Standard. Course participants will learn how to implement the COPC CX Standard and best manage a high-performing, world-class customer experience operation, increasing both customer satisfaction and bottom-line growth.
In this course, you will learn how to:
Achieve high performance and continuous improvement by applying best practices from the COPC CX Standard
Effectively measure the customer experience across the service journey using key metrics
Gather and analyse customer feedback through a structured approach
Identify key drivers of the customer experience and effectively leverage the customer care function as a company-wide listening post
More effectively collect, report on and ensure data integrity
COPC Inc. provides consulting, training, certification, benchmarking and research for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for customer experience operations, customer experience management, vendor management and procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations for the delivery of a superior service journey. COPC Inc. is headquartered in Winter Park, FL, U.S. and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America,
India and Japan. www.copc.com.