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COPC® High Performance Management Techniques

COPC® High Performance Management Techniques (HPMT) training teaches contact center staff and internal service organizations a consistent framework to achieve performance targets for service, quality, customer satisfaction, revenue, costs, productivity and efficiency. This class is designed to provide customer experience…

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COPC® Data Analysis For Contact Centres

COPC® Data Analysis for Contact Centers will teach you techniques used by some of the world's most successful companies to analyze their contact center as well as other factors affecting the customer experience. This hands-on workshop is designed to equip…

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New CXMB Report Released!

One of our most anticipated reports of the year was just released. The Customer Experience Management Benchmark (CXMB) Series 2020 Consumer Edition report is aptly titled A Year Like No Other. Amidst the COVID-19 pandemic and immediate issues it caused contact…

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COPC Latest Research on Service Journey and NPS

Greetings from CCAM and COPC Inc.,   We are pleased to share with you COPC Inc.’s latest article on Service Journeys which has recently been published in CustomerThink.com. Have a read of the article to understand how shortening the Service…

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COPC Quality Management Drives Customer Experience

Greetings from CCAM and COPC Inc., Does Your Quality Performance Drive Customer Experience? Well, of course, you would say.  At least it should! We have found across the industry that the two are not always connected, though.  Several Quality programs are inward-looking,…

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Best Practice in Managing World Class CX Operations

Greetings from CCAM and COPC Inc., Widely regarded as the most comprehensive training for customer experience leaders and professionals, this is a globally acclaimed certification program that is now brought to you in a Live Virtual format of 10 half-days.…

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COPC® DATA ANALYSIS FOR CONTACT CENTER OPERATIONS

Greetings from CCAM and COPC Inc., COPC® Data Analysis for Contact Centres will teach you techniques used by some of the world’s most successful companies to analyse their contact centre as well as other factors affecting the customer experience. This…

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Contact Centre Association of Malaysia (CCAM)

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