Class Listings

Achieve and sustain operational excellence using the best practices, metrics and improvement approaches in the COPC CX Standard.

Optimize contact center supplier relationships and performance results with proven techniques from contracting and partner selection to day-to-day management.

Equip frontline management with practical tools, strategies and processes to measure, monitor and improve their teams' performance.

Balance customer demand, costs and employee needs with proven approaches in forecasting, planning, scheduling and real-time management.

Reduce customer effort, improve satisfaction and enhance loyalty by analyzing the cumulative effects of all channels impacting CX.

Transform quality programs into a trusted asset that drives higher CX, better business results and lasting ROI.

Apply real-world data analytic skills to your CX operations to draw accurate conclusions and implement the right action plans.

Elevate operational processes by eliminating waste and reducing variation that will empower teams, streamline operations and enhance CX.

Elevate operational processes by eliminating waste and reducing variation that will empower teams, streamline operations and enhance CX.