This program is specifically designed for professionals managing their customer experience (CX) operations (for example, contact centres). Our comprehensive program, COPC® Best Practices for CX Operations, gives you a proven approach to significantly improve the customer experience, increase sales and lower costs. Most importantly, by improving your CX operations, you will turn your customers into advocates of your brand.

You will learn:

• How to apply real-world benchmarks, implementation tips and best practices from the COPC CX Standard for achieving high performance.
• Fundamentals of measuring and managing the customer experience including key metrics to accurately measure for one channel or multiple channels, customer satisfaction benchmarks, and how to prioritize actions to improve customer satisfaction.
• Methods for gathering and analyzing customer feedback through a structured approach, understanding key drivers of the customer experience, and leveraging the customer care function as a listening post.
• Metrics, targets, and benchmarks for managing performance of assisted and unassisted channels for service, quality, cost, revenue, and customer satisfaction.
• Key processes for CX management including workforce management, quality, and recruiting, hiring and training.
• Guidelines for data collection, reporting, and data integrity to ensure the right CX and operational metrics are being tracked, are calculated correctly and have integrity so management can accurately measure performance and take appropriate action.
• How to determine if you are achieving targeted levels of performance and sustained improvements in service, quality, revenue, cost and CX metrics.

Delivery Format

This training will be delivered Live Virtual through 10 half-day sessions across 2 weeks. This course is conducted several times each year:

• Jun Class: 7th to 18th Jun: 12:30pm - 5:00pm AEST (weekdays)
• Aug Class: 16th to 27th Aug: 12:30pm - 5:00pm AEST (weekdays)
• Dec Class: 6th to 17th Dec: 1.30pm - 6:00pm AEDT (weekdays)

Rating: 4.6, 134 Reviews (98% Top Two Box)

"Very descriptive of key concepts, and the areas taught covered/revisited all call centre metrics. It was great to get a 'real' or best practice view on all metrics" - 5/5, AIMIA attendee

"Trainers ability to relate all/different account situations to modules and aspects of the course. Trainers validating everyone's input and showing how each examples fit in with the structures of COPC" - 5/5, Avant Attendee

"Global. Insights and experience from many organisations" - 4/5, Link Group Attendee

"Well Structured, great trainers" - 5/5, Datacom Attendee

"Detailed end to end explanation of the best practice contact centre operations. Flexible timing  for key sections/sections that needed to be understood in detail" - 5/5, Australian Taxation Office Attendee

"Well presented. Subject matter expertise from the presenter" - 4/5, NSW Police Attendee

"Countercheck with my vendor and ensure they compliance or moving towards the High Performance Benchmark" - 5/5, HP Australia Attendee

"Very broad experience to share, commerical focus which isn't always in other training"  - 5/5, Telstra Attendee

"Comprehensive end to end view of Ops Magt, real examples, case studies, focused on world class quality principles, excellent trainers" - 5/5, Sensis Attendee

"Good detail provided. Provides clear structure for operations. Allows discussion of our real world examples and application of standards and approaches" - 5/5 Defence Health