COPC® Best Practices for CX Operations

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.