COPC® Best Practices for
Customer Experience Operations
COPC® Best Practices for Customer Experience (BPCX) Operations is a rigorous, in-depth training program with instruction on the delivery of world-class customer experience operations. This training will enable you to manage and improve any customer experience program, increasing both customer satisfaction and bottom-line growth by applying best practices and guidelines found in the COPC Customer Experience Standard, a performance management system for customer experience operations.
This class is ideal for organizations servicing customers through one or more channels, including contact centers, chat, mobile, social media, digital and in-person. This training includes lectures, discussions, case studies, and projects with daily reviews.
The goal of the course is to provide best practice knowledge to help your customer experience operation meet or exceed high performance goals. A half-day exam is available for participants who want to become certified. Attendees who pass the exam will achieve the designation of Certified Customer Experience Performance Leaders.
2022 Classes
August 15 - 19
8:30am - 5:30pm
U.S. Central Time
Aug. 22 Exam:
8:30am - 12:30pm
October 17 - 21
More details are coming soon.
December 5 - 9
8:30am - 5:30pm
U.S. Central Time
Dec. 12 Exam:
8:30am - 12:30pm
Earn the industry's most prestigious designation
You will learn:
- Corrective actions and continuous improvement to achieve high performance, including a structured problem-solving approach
- Measuring the customer experience, including key metrics to accurately measure one channel or multiple channels, benchmarking customer satisfaction and prioritizing actions
- 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
- A proven quality approach to drive CX improvements by ensuring quality is aligned with key drivers of customer satisfaction
- Guidelines for data collection, reporting and data integrity
- Forecasting, staffing, scheduling and real-time management approaches
- Identifying target improvements for the critical service journeys impacting customer experience and business success
- Understanding new roles, measurements and processes for improved management of digital service channels outlined in the COPC CX Standard R7.0
Who should attend?
- Site Leads
- Operations Managers
- Quality Managers
- Implementation and Change Managers
- Service Desk Managers
- Customer Experience Directors/Managers
Learn more about COPC® Best Practices for Customer Experience Operations
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