How can your Contact Centre achieve Customer Service excellence when the ‘finish line’ keeps changing?
How do you explain that your internal QA scores are high but CSat and NPS scores are low?
What does it mean when customers contact your company via multiple channels- sometimes simultaneously?
If you are looking for answers to the tough questions about Contact Centre Operations please consider joining our community. Sign up here (it’s free)
CPA is the largest peer-to-peer community of Contact Centre professionals in Canada.
Stay up-to-date with industry trends. Connect with peers at educational networking events. Improve your operational results through seminars and workshops. Learn about other Contact Centre Operations through tours .
I’m new here. What can I expect from CPA?
Consulting Excellence Professional Development Affiliation
Consulting. Whenever you need extra help or independent advice, check in with CPA. From audits/ reviews to industry research to analyzing data, we can connect you with experienced SMEs for any Contact Centre project.
Professional Development. Whether you prefer to attend a live, instructor-led workshop in Toronto area or schedule a private class on-site at your Contact Centre CPA is the best source for no-nonsense, real-life training.
Our most popular courses teach Contact Centre Management, Quality Assurance, Coaching and WorkForce Management- but ask about others like “Not for Sissies” Advanced Customer Service Skills.
We can also create workshops that are specifically tailored to your Operation.
Affiliation. CPA events give you the opportunity to meet and network with peers who truly understand your role and to get to know other Contact Centres via tours.