COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, announces its 2019 management training program for call center and customer experience (CX) operations. This year’s calendar features 91 public classes in 18 countries, 29 cities and five languages. Private training is also available by request.

“This year, we continue our global reach with our public training, especially in the Asia Pacific region, along with a renewed focus on private training. Working with leading brands worldwide, our customer experience management training helps professionals and organizations improve operational performance. Our classes cover everything from specific call center functions to managing third-party service providers to improving the customer journey. While we have an extensive public calendar, all of our training is available to any company at the location of their choice and tailored to their specific needs,” said Kyle Kennedy, president and chief operating officer, COPC Inc.

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The company’s most popular class is COPC Best Practices for CX Operations. Available worldwide, this four-day program teaches how to apply real-world benchmarks, implementation tips, and best practices found in the COPC Customer Experience (CX) Standard for Customer Service Providers (CSPs), a performance management system for CX operations. At the end of the course, participants may take an exam to become a Certified COPC Implementation Leader.

For vendor management professionals, the company offers COPC Best Practices for Vendor Management Organizations (VMOs), a specialized program for managing outsourced call centers and other customer experience operations. Training is based on the COPC CX Standard for VMOs and includes tools and techniques to source, measure and manage service providers. Public classes will be available in Bangalore, Beijing, Buenos Aires, Manila, Mexico City, Mumbai, Sao Paulo, Singapore and Tokyo. VMO training is also available privately at any client location worldwide.

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Additionally, the COPC Inc. Asia Pacific team is offering the following call center and customer experience management training programs:

• COPC Data Analysis for Contact Centers, a one-day class that teaches methods for analyzing data and comparing trends to uncover performance opportunities and factors impacting the customer experience. Public classes will be offered in Bangalore, Brisbane, Melbourne and Sydney.
• COPC High Performance Management Techniques, a three-day class that teaches a consistent framework to achieve call center operations performance targets for service, quality, customer satisfaction, revenue, costs, productivity and efficiency. Public classes will be offered in Bangalore, Gurgaon, Kuala Lumpur and Manila.
• COPC Customer Journey Mapping Certification, a two-day class that teaches how to understand the customer’s end-to-end experience with a company, including tools to lead a customer journey mapping project. Participants can become certified in COPC Customer Journey Mapping. Public classes will be offered in Kuala Lumpur, Mumbai and Tokyo.

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