COPC® Best Practices for

Customer Experience Operations

Achieve High Performance

Benefits of BPCX Training:
For more than two decades, COPC Inc. has been the global leader
in helping clients optimize their customer experience operations to • Expertise to meet or exceed high-
achieve consistent high-performance success. We developed the performance goals and achieve
premier performance management system tailored to the contact continuous improvement within
center industry: the COPC Customer Experience (CX) Standard — your contact center operations
and it remains the ever-evolving industry standard for performance
•B
 etter insight into key drivers of the
improvement excellence.
customer experience through a struc-
tured approach to customer feedback
Hundreds of the highest-performing operations around the globe
utilize the COPC CX Standard in their daily operations. Why? Because •G
 reater uniformity across all channels
it equips them with the most effective management strategies in of support, including both human
four key areas of contact center operations: Leadership & Planning, assisted and digital assisted channels
Processes, People and Performance. When properly implemented,
these strategies deliver what every contact center operation •M
 ore efficient and effective customer
experience operations, resulting in
is after: improved performance, increased customer satisfaction
reduced errors, improved CSAT
and lower costs. and lower costs

COPC® Best Practices for Customer Experience Operations

COPC Best Practices for Customer Experience (CX) Operations is
a rigorous, in-depth course built around the guidelines and best
practices set forth within the COPC CX Standard. Course participants
will learn how to implement the COPC CX Standard and best man-
age a high-performing, world-class customer experience operation,
increasing both customer satisfaction and bottom line growth.
Learn more at copc.com/training

05-2020-01 © 1996-2020. COPC Inc. All rights reserved.

 Best Practices for CX Operations and COPC Certification

In this course, you will learn how to: Best Practices for CX Operations
training is ideal for these roles:
• Achieve high performance and continuous
improvement by applying best practices • CX Executives
from the COPC CX Standard • Care and Service Executives
• Heads of Contact Centers
• Effectively measure the customer experience •C
 ontact Center Leads
across the service journey using key metrics
and Senior Managers
•C
 X Operations Managers
• Gather and analyze customer feedback through
a structured approach
and Senior Directors
• CX Program Designers
• Identify key drivers of the customer experience • Quality Assurance Leaders
and effectively leverage the customer care
function as a company-wide listening post

• Deploy a proven quality approach to drive

CX improvements and ensure alignment
Become a Certified
between quality and key CSAT drivers
Implementation Leader
• More effectively collect, report on and ensure
To earn the designation
data integrity “Certified Implementation
Leader” and receive a certi-
• Initiate corrective actions and continuous fication plaque, participants
must successfully complete
improvement plans through a structured
the COPC® Best Practices for
problem-solving approach Customer Experience Opera-
tions course and score 90%
or better on the final exam.

About COPC Inc.

COPC Inc. provides consulting, training, certification and the RevealCX™ software
solution for operations that support the customer experience. The company created
Learn more at copc.com/training
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 for the delivery of a superior service journey. COPC Inc. is head-
quartered in Winter Park, FL, U.S., with operations in Europe, Middle East, Africa,
Asia Pacific, Latin America, India and Japan. www.copc.com

05-2020-01 © 1996-2020. COPC Inc. All rights reserved.