Welcome to the Contact Professionals Alliance Inc.

Wanting to achieve Customer Experience excellence but the  CX ‘finish line’ keeps changing ?

Trying to understand why your internal QA scores are high but CSat and NPS scores are low ?

Are your customers contacting  your company via multiple channels- sometimes simultaneously?

If you are looking for answers to these kind of tough Contact Centre Operations questions,  please join our community.     Sign up here  (it’s free)

CPA is Canada’s largest peer-to-peer community
of Contact Centre professionals .

I’m new here.  What can I expect from CPA?

Help.  Whenever you need to top-up your own team and get things off your to-do list,  reach out to CPA.   We can connect you with experienced SMEs for any Contact Centre  project,  from  audits/ reviews to CX programs to analyzing data,  and much more.

Professional Development.    Whether you prefer to attend a live, instructor-led workshop in Toronto or schedule a private class on-site at your Contact Centre  CPA is the best source for no-nonsense, real-life Contact Centre training.

Our most popular courses cover Contact Centre Management, Quality Assurance  and WorkForce Management- but ask about others like ‘Not for Bots’ Advanced Customer Service Skills and ‘Lead Simply’ leadership training.

We can also create a workshop that is customized to your needs.