TRAINING

High-Performance Management Techniques

This course delivers frontline contact center managers who know how to implement best practices and strategies to measure, monitor and enhance performance.

Individual Training

For those who want to advance their skills or organizations that need training for a small group.

On-Demand Registration | $899

Public Course Schedule

On-demand: Self-paced learning

On-demand: 24/7 access

Public: In-person or live-virtual options

Public: Collaborative classroom setting with expert instructors

Enterprise Training

For organizations that have large groups to train, we can customize a solution for you.

On-Demand | Unlimited

Private Course

On-demand: Self-paced learning with 24/7 access, ideal for training entire management teams

On-demand: Real-time training solution for new managers

Private: In-person at your location or live-virtual for groups of 10-30

Private: Customized content using your data

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Transitioning into a contact center managerial role can be a significant challenge without the right tools and knowledge. COPC^® High-Performance Management Techniques training equips new and existing managers with the operational management skills they need to excel. Through our curriculum, participants will learn best practices for measuring, monitoring, and enhancing performance across the board.

Improve organizational performance and leadership effectiveness with expertise to boost efficiency, enhance the customer experience, and increase employee engagement. This course transforms managers into confident leaders, driving contact centers to achieve outstanding results.

Continuous Improvement Culture

Consistent Leadership

Increased Retention

Organizational Depth

Data-Driven Decision Making

Competitive Advantage

Key metrics and operational best practices used in high-performance contact centers and CX operations
High-performance benchmarks and how your organization compares
Methods to transition from identifying problems to developing action plans that address performance issues with the highest potential ROI
Cross-functional interdependencies and how each area can work better together to drive high-performance
Operational capabilities to achieve higher levels of client and end-user satisfaction while reducing costs
Effective use of data to identify performance issues and measure the results of performance improvement initiatives

Nordea

Management Partner to Head of Business Banking Norway

There was a good mixture of info and interactions with the students. For instance, modules were wrapped up by taking a poll that would summarize the entire session. Kept it interesting, and made it way easier to focus on one topic at a time.

British Embassy

Regional Customer Operations Manager

Very effective well-drafted materials. Professional and very friendly trainers.

TRAINING

High-Performance Management Techniques

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