Training Course – HPMT

COPC HPMT Training is designed to equip managers, senior leadership and cross-discipline departments within customer experience organizations with best practices to improve performance and increase ROI. Learn how your organization’s processes and performance compare to industry leaders, how to analyze current performance, and implement successful management techniques based on leading benchmarks and proven operations standards. All training is provided by expert facilitators who have an average of 15 years of contact center operational management experience.

COPC HPMT Training is a multiple-day experience that covers all operational areas and processes in managing a high-performing contact center. Our private, client-site sessions are tailored to focus specifically on your most critical issues. Our in-person and live virtual training classes cover these general areas:

• Analyzing transaction and performance data for all contact channels, including voice, email, chat, mail and case management
• Drivers of customer satisfaction and dissatisfaction
• Importance of process control – implementation and streamlining of appropriate activities
• Using measurable data for performance improvement initiatives
• Transaction monitoring to manage and improve process performance opportunities
• Quality and accuracy to understand the difference between customer, business, and compliance critical errors
• Managing team goals for service, quality, costs, productivity and efficiency