WINTER PARK, Fla.–(BUSINESS WIRE)–lt;a href=”https://twitter.com/hashtag/callcenter?src=hash” target=”_blank”gt;#callcenterlt;/agt;–COPC
Inc., a global consulting firm that helps companies improve
operations to transform the customer experience, announces its 2019
management training program for call center and customer experience (CX)
operations. This year’s calendar features 91 public classes in 18
countries, 29 cities and five languages. Learn
more about current public classes and registration information. Private
training is also available by request.
“This year, we continue our global reach with our public training,
especially in the Asia Pacific region, along with a renewed focus on
private training. Working with leading brands worldwide, our customer
experience management training helps professionals and organizations
improve operational performance. Our classes cover everything from
specific call center functions to managing third-party service providers
to improving the customer journey. While we have an extensive public
calendar, all of our training is available to any company at the
location of their choice and tailored to their specific needs,” said
Kyle Kennedy, president and chief operating officer, COPC Inc.
The company’s most popular class is COPC®
Best Practices for CX Operations. Available worldwide,
this four-day program teaches how to apply real-world benchmarks,
implementation tips, and best practices found in the COPC
Customer Experience (CX) Standard for Customer Service Providers (CSPs),
a performance management system for CX operations. At the end of the
course, participants may take an exam to become a Certified COPC
Implementation Leader. Learn
more about this class.
For vendor management professionals, the company offers COPC®
Best Practices for Vendor Management Organizations (VMOs), a
specialized program for managing outsourced call centers and other
customer experience operations. Training is based on the COPC
CX Standard for VMOs and includes tools and techniques to source,
measure and manage service providers. Public classes will be available
in Bangalore, Beijing, Buenos Aires, Manila, Mexico City, Mumbai, Sao
Paulo, Singapore and Tokyo. VMO training is also available privately at
any client location worldwide. Learn
more about this class.
Additionally, the COPC Inc. Asia Pacific team is offering the following
call center and customer experience management training programs:
Data Analysis for Contact Centers, a one-day class that
teaches methods for analyzing data and comparing trends to uncover
performance opportunities and factors impacting the customer
experience. Public classes will be offered in Bangalore, Brisbane,
Melbourne and Sydney.
High Performance Management Techniques, a three-day class that
teaches a consistent framework to achieve call center operations
performance targets for service, quality, customer satisfaction,
revenue, costs, productivity and efficiency. Public classes will be
offered in Bangalore, Gurgaon, Kuala Lumpur and Manila.
Customer Journey Mapping Certification, a two-day class that
teaches how to understand the customer’s end-to-end experience with a
company, including tools to lead a customer journey mapping project.
Participants can become certified in COPC Customer Journey Mapping.
Public classes will be offered in Kuala Lumpur, Mumbai and Tokyo.
About COPC Inc.
COPC Inc. provides consulting, training, certification and the RevealCX™
software solution for operations that support the customer experience.
The company created the COPC Standards, a collection of performance
management systems for call center 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 to deliver a superior customer experience across all
channels. COPC Inc. is privately held with headquarters in Winter Park,
FL, U.S. and with operations in Europe, Middle East, Africa, Asia
Pacific, Latin America, India and Japan. www.copc.com
Jim Von Seggern