We offer private client site programs as well as public class options. Customize your search by delivery option, program or role/function, or contact us for a customized solution.
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COPC® Registered Coordinator Training for Customer Service Providers
It sounds simple: Keep your customers happy, and your company profitable. For Customer Service Providers (CSPs) this simple goal presents a myriad of complex challenges. Years of experience have shown the experts at COPC Inc. that the best way to ensure total customer satisfaction is to have your organization use clearly defined operational best practices, and to ensure your staff is fully trained to meet the demands of this strategy.
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COPC-2000® CSP Standard Release 5.0 Upskill Training (Online Version)
Upgrade your personal skills and help your organization improve its efficiency and cost effectiveness by upskilling your COPC CSP Registered Coordinator status as required by Release 5.0. You'll learn the most current best practices on driving high performance and improving revenue, service and quality, all while reducing costs. You’ll receive the Upskill Training, a new COPC-2000® CSP Release 5.0 Reference Manual and, upon passing your exam, a plaque confirming you are a Registered Coordinator to the COPC-2000® CSP Standard, Release 5.0 qualification.
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COPC-2000® CSP Standard Release 5.0 Upskill Training (Classroom Version)
Upgrade your personal skills and help your organization improve its efficiency and cost effectiveness by upskilling your COPC CSP Registered Coordinator status as required by Release 5.0. You'll learn the most current best practices on driving high performance and improving revenue, service and quality, all while reducing costs. You’ll receive the Upskill Training, a new COPC-2000® CSP Release 5.0 Reference Manual and, upon passing your exam, a plaque confirming you are a Registered Coordinator to the COPC-2000® CSP Standard, Release 5.0 qualification.
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COPC® Registered Coordinator Training for Vendor Management Organizations
Leverage the benefits of outsourcing contact center and business process operations. Sound Vendor Management Organization (VMO) processes, management, governance and partnership relationships are a must to achieve high performance. COPC® Registered Coordinator Training for VMOs will teach you how to make the most of your performance partnership with vendors.
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COPC® Lean Six Sigma Training for Contact Centers (Yellow Belt) Classroom Program
While manufacturers have used Six Sigma and Lean principles for years to improve performance, contact center organizations face implementation challenges. The added complexity of managing people and lack of analytical rigor in most service operations makes applying this data-driven, structured approach difficult. We will teach you the fundamentals of Lean Six Sigma, with a specific emphasis on contact center applications. You can help your organization reap the benefits of this proven training program.
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Customized COPC® High Performance Management Techniques (HPMT) Training
COPC® High Performance Management Techniques (HPMT) Training is built around COPC high performing benchmarks and best practices, and then customized with your company’s performance data. This enables your team members to learn from your organization’s actual performance under the guidance of world-class contact center experts. You’ll learn industry best practices observed in high-performing operations, review benchmark performance levels, and see how your own organization’s processes and performance measures compare. Available only as a client-site course, HPMT is an effective way of effecting change in contact center management performance!
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COPC® Certified Professional Manager - Silver Series Training + Individual Certification Exam
Looking for individual certification of your skills? Look no further! Now you can couple the Management Series Silver Bundle, with a certification exam to show you know your stuff!
With the COPC® Management Series Training Online Silver Bundle, you have access to 12 foundational COPC® Management Training for one low price, for up to one year! You will also have access to an online exam with 2 attempts to pass at 90% or higher in order to achieve the status of COPC® Certified Professional Manager - Silver Series. You or your team of employees can take individual classes or the entire series at one time.
Or if you are only interested in the training, you can choose the "Training Only" option also listed on this site.
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COPC® Management Training Online Series (Silver Bundle) - Training Only
Bundle 12 of the COPC® Management Series Courses Into One, Very Low Cost Alternative!
Extreme Discounting available for a Limited Time Only!
Now, online management training is easier than ever. With the COPC® Management Series Training Online Silver Bundle, you have access to 12 foundational COPC® Management Training for one low price, for up to one year! You or your team of employees can take individual classes or the entire series at one time. Upon custom request, we can also create a bundle just for you around a single subject, process or performance area of yoru choosing.
And for multi-user customers, bundling courses means further discounted rates, too. So you can choose the approach that makes the most sense for your career, your budget and your schedule. It's a great way to build your industry knowledge and your future at the same time.
Or, if you are interested in individual certification, choose the "Training and Exam" option listed as "COPC® Certified Professional Manager - Silver Series Training + Individual Certification Exam"
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COPC® Management Training Online Series (Silver Bundle) - EXAM Only
Decided to pursue COPC® Professional Manager Certification? If you’ve already take the Management Series Silver Bundle and now want to upgrade to being tested and achieving the individual certification benefits of COPC® Certified Professional Manager status, we’ve got that right here!
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An Introduction to the Contact Center Industry
Finally, a Contact Center Industry Course from the Experts!
This class is geared towards those who are new to the contact center industry. Although primarily developed for new hire agent training, it is an excellent introduction to the contact center industry for all team members. This program covers a broad range of foundational topics, enabling the newcomer to "speak the language" and understand how best to perform his or her role in the contact center. The course also covers key metrics that a newcomer should be aware of and understand, such as Service Level, Average Speed of Answer and Average Handle Time.
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Inbound Phone Service Management and Metrics
Also Available as Part of the COPC® Management Series Online Training
For most contact centers, phone calls are the highest volume of activity. This program covers the inbound phone service process, as well as inbound phone service metrics — and finally, how to set appropriate inbound phone service targets. Understanding the journey of a call, from the caller’s fingertips when they finish dialing to the point that the phone is answered at the contact center, is not instantaneous. To achieve high levels of customer satisfaction and avoid customer dissatisfaction, we need to understand this journey and be able to manage it effectively. A must for contact center operations staff!
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Deferred Transactions Management and Metrics
Also Available as Part of the COPC® Management Series Online Training
This overview course will explain deferred/non-phone transactions, or what some call back-office transactions, and demonstrate key related metrics associated with these types of transactions that are essential in high-performing organizations. Learn about the metrics you need to know, such as cycle time, on time and average cycles late, as well as how to define, calculate and manage them for success.
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Cost, Efficiency & Productivity
Also Available as Part of the COPC® Management Series Online Training
Cost and efficiency around controlling costs is one of the more important metrics that should be managed effectively in a contact center. In this class we will teach the components necessary to understand costs from a contact center’s view and techniques to improve overall efficiency. We provide measurements and guidance on practices that, when applied correctly, will create maximum impact to reduce overall costs associated with operating a contact center to improve your bottom line. This training is fundamental for the operational management staff of a contact center.
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Quality: Common Pitfalls and How to Avoid Them
Also Available as Part of the COPC® Management Series Online Training
All too often, companies invest heavily in time, resources and systems on quality programs for their contact centers, but see little or no impact on customer satisfaction, sales, costs, efficiency or compliance. There are a number of reasons this occurs. This program identifies seven common quality pitfalls that may be holding your company back. We’ll show you how to spot and correct the typical pitfalls, and start achieving a significant ROI in your contact center quality program.
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Customer Satisfaction and Dissatisfaction
Also Available As Part of the COPC® Management Series Online Training
Are your customers satisfied? Customer satisfaction is a measure of how products or services supplied by an organization meet or surpass customer expectations. It is seen as a key performance indicator within contact center operations and is often part of a Balanced Scorecard. This class will give you a solid understanding of how customer satisfaction is measured and managed. This includes an overview on key driver surveys and how all of this links to quality, transaction monitoring and overall performance on service, quality, costs and profitability.
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WFM Introduction: Forecasting, Staffing and Scheduling
Also Available as Part of the COPC® Management Series Online Training
Managing your workforce needs is essential to achieving good contact center results. It's also very demanding, requiring strong skills in such areas as forecasting, staffing and scheduling. This class will explain and review the importance of strong WFM techniques and the impact they have on your contact center's results. We will illustrate these concepts with contact center analyses, graphics and best practices. This interactive class is designed for supervisors, managers and WFM professionals.
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WFM Introduction: Real Time Management
Also Available as Part of the COPC® Management Series Online Training
Time is of the essence, and that's especially true for the operational management of your contact center. Understanding how to adjust for real time service performance, variations in volume, actual average handle time performance, adherence, absenteeism and other areas is critical to hitting your cost and service level targets. Learn the critical elements of real time management, how to measure them, and how WFM teams and floor management have to work together to ensure high performance levels on the floor. This class is a must for both contact center operations and WFM staff.
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Recruiting, Hiring, Training and Skills & Knowledge Verification
Also Available as Part of the COPC® Management Series Online Training
Every organization is only as good as its people. So how do you recruit the appropriately skilled and motivated team members you need to succeed? Learn effective people management skills to ensure your organization has staff with the identified capabilities to perform key customer-related jobs efficiently and effectively. This training program is suitable for all levels of recruiting, training and call center operations staff.
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Measuring & Managing Absenteeism and Attrition
Also Available as Part of the COPC® Management Series Online Training
COPC has found that most companies don’t understand the true cost of attrition and absenteeism and their impact on Service, Quality, Customer Satisfaction, and Profits. This training program defines absenteeism and attrition, and teaches how to correctly measure and track performance. It covers the important concepts of ownership and taking corrective action when performance requires. It identifies common causes of poor performance and best practices for reducing absenteeism and attrition to desired levels.
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How to Review Data and Reporting with CUIKA
Learn the skills that enable you to review reports with an eye to whether you are looking at the right information, whether that information is accurate, and how to ensure that the information is leading to the right actions.
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Good Graphing Tips for Contact Center Professionals
Also Available as Part of the COPC® Management Series Online Training
A picture is worth 1,000 words, so imagine the value of being able to create impactful graphs and charts for your contact center. Far from another generic Microsoft® Office Excel® course, this class is specifically geared to the needs of those who work in contact centers, and will teach you the types of charts that are most useful, when to use them, how to create them, and how to interpret them. This course will be beneficial for all contact center groups responsible for performance results, including operations, reporting groups, WFM, human resources, quality and finance.
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