Customer Operations Performance Training Course

Name: Customer Operations Performance Framework Practice Training Course
Availability: InStock

Connect operating direction, people, processes, service journeys, measures, and improvement evidence across customer operations.

Customer Operations Performance Training Course

At a glance

Duration: 5 days
Format: Classroom
Cities: Zanzibar, Amman, Abu Dhabi, Amsterdam, Nice, Johannesburg and more
Next session: 11 – 15 October 2026, Zanzibar
Average fee: 5,800 €

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Customer Operations Performance Framework Practice Training Course

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Overview

Customer Operations Performance Framework Practice Training Course is a five-day foundation course for contact-center operations managers, customer-experience leaders, quality managers, workforce planners, and performance analysts who leave with an Operations Performance Improvement Map. Participants use the COPC Customer Experience (CX) Standard Release 8.0 as a public reference to connect leadership and planning, people, processes, service journeys, measures, quality, cost, efficiency, and improvement. Agile Leaders Training Center connects customer operations performance with practical operating reviews.

Who Should Attend

Teams responsible for contact-center and customer-operations performance
Leaders responsible for customer-experience operating objectives
Quality teams responsible for process and measurement controls
Workforce teams responsible for staffing, capability, and service delivery
Analysts responsible for performance reporting and improvement evidence

The course assumes participants already work with customer operations data or processes and leaves out official COPC training, certification preparation, generic customer service skills, and detailed technology implementation.

Departments and Industries

The course supports departments and industries that manage customer contacts across human-assisted and digital channels.

Contact centers, customer operations, quality, and workforce management
Banking, insurance, utilities, and telecommunications
Retail, e-commerce, hospitality, and transport
Healthcare administration, education services, and public-facing operations
Outsourcing, technical support, and shared services

Learning Objectives

By the end of this course, participants will be able to:

Analyze customer-operations objectives and stakeholder requirements
Apply leadership, planning, people, process, and performance concepts
Build service-journey and process performance maps
Use metric definitions and data-integrity checks
Evaluate quality, service, cost, productivity, and customer results
Prioritize gaps and create an improvement roadmap

Course Agenda

Day 1: Framework and Operating Direction

COPC CX Standard Release 8.0 Orientation Map
Customer Operations Scope Canvas
Stakeholder Requirement Register
Operating Objective Alignment Grid
Leadership and Planning Evidence Checklist

Day 2: People and Workforce Enablement

Role and Competency Requirement Matrix
Recruitment and Selection Process Map
Training Quality and Readiness Checklist
Workforce Capacity Assumption Sheet
Employee Performance Support Review

Day 3: Service Journeys and Processes

Service Journey Boundary Map
Key Customer Process Inventory
Key Support Process Dependency Grid
Human-Digital Handoff Review
Process Control Evidence Record

Day 4: Measures and Performance Review

Metric Definition Card
Data Integrity Validation Checklist
Quality-Service-Cost Balance Matrix
Performance Trend Review Board
Root-Cause and Corrective Action Log

Day 5: Customer Operations Performance Practice

Exercise: Align Objectives and Stakeholder Requirements
Exercise: Map a Service Journey and Process Dependencies
Exercise: Validate Measures and Performance Evidence
Exercise: Prioritize People, Process, and Result Gaps
Capstone: Operations Performance Improvement Map

Practical Exercises

The course uses banking, retail, utilities, and technical-support scenarios to connect framework concepts with operating evidence.

Suggested activity: translate stakeholder requirements into measurable customer-operations objectives.
Suggested activity: map a service journey across human-assisted and digital channels with process dependencies.
Suggested activity: test metric definitions, source ownership, calculation rules, and data-integrity controls.
Suggested activity: rank performance gaps and assign improvement actions, evidence, and review points.

FAQs

Who suits customer operations performance training, and what does it assume?

Operations, customer-experience, quality, workforce, and analytics teams suit the training; it assumes practical exposure to customer operations processes or performance information.

How does customer operations performance training differ from general contact-center management?

Customer operations performance training connects operating direction, people, processes, service journeys, measures, and improvement evidence, while general contact-center management covers a wider range of supervisory and service-delivery duties.

What is the COPC Customer Experience Standard used for?

The COPC Customer Experience Standard is used as a performance-management reference for customer operations, combining operating processes, metrics, service journeys, people, technology, and sustained results.

Why balance quality, service, cost, and productivity measures?

Balancing quality, service, cost, and productivity measures helps teams identify tradeoffs and avoid improving one result while weakening another.

How does a customer operations gap assessment support improvement?

A gap assessment supports improvement by comparing current practices and results with defined requirements, then prioritizing actions, owners, evidence, and review points.

Conclusion

Participants leave with an Operations Performance Improvement Map containing objectives, stakeholder requirements, service journeys, process dependencies, people evidence, metric definitions, performance gaps, and prioritized actions. The map gives managers a structured basis for operating reviews. It connects improvement decisions with traceable measures and evidence.

credits: 5 credit per day

Course Mode: full-time

Provider: Agile Leaders Training Center

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Showing 41-60 of 74 events

Location	Dates	Duration	Mode	Price
Baku	Week 17, 2027 26 – 30 April 2027	5 Days	Onsite	€5,000
Cairo	Week 18, 2027 3 – 7 May 2027	5 Days	Onsite	€4,100
Rome	Week 18, 2027 3 – 7 May 2027	5 Days	Onsite	€5,700
Amsterdam	Week 19, 2027 10 – 14 May 2027	5 Days	Onsite	€5,700
Nairobi	Week 19, 2027 16 – 20 May 2027	5 Days	Onsite	€4,500
Abu Dhabi	Week 20, 2027 17 – 21 May 2027	5 Days	Onsite	€4,700
Montreux	Week 21, 2027 24 – 28 May 2027	5 Days	Onsite	€7,500
Manama	Week 21, 2027 30 May – 3 June 2027	5 Days	Onsite	€4,700
Vienna	Week 23, 2027 7 – 11 June 2027	5 Days	Onsite	€5,700
Toronto	Week 23, 2027 13 – 17 June 2027	5 Days	Onsite	€12,000
London	Week 24, 2027 14 – 18 June 2027	5 Days	Onsite	€5,700
Muscat	Week 24, 2027 20 – 24 June 2027	5 Days	Onsite	€5,700
Istanbul	Week 26, 2027 28 June – 2 July 2027	5 Days	Onsite	€4,500
Munich	Week 27, 2027 5 – 9 July 2027	5 Days	Onsite	€5,700
Madrid	Week 28, 2027 12 – 16 July 2027	5 Days	Onsite	€5,700
New York	Week 29, 2027 19 – 23 July 2027	5 Days	Onsite	€12,000
Abu Dhabi	Week 30, 2027 26 – 30 July 2027	5 Days	Onsite	€4,700
Tashkent	Week 30, 2027 1 – 5 August 2027	5 Days	Onsite	€4,500
Dubai	Week 31, 2027 2 – 6 August 2027	5 Days	Onsite	€4,500
Marbella	Week 31, 2027 8 – 12 August 2027	5 Days	Onsite	€5,700

Frequently asked questions

What does this course cover?

OverviewCustomer Operations Performance Framework Practice Training Course is a five-day foundation course for contact-center operations managers, customer-experience leaders, quality managers, workforce planners, and performance analysts who leave with an Operations Performance Improvement Map. Participants use the COPC Customer Experience (CX) Standard…

Are training dates available?

Yes. Available dates and destinations are listed in the course dates section on this page.

How can I register?

Choose an available date on this page and complete the registration form, or send a programme enquiry.

Can I download the course brochure?

Yes. Use the brochure download link provided on this page.

Customer Operations Performance Training Course