Welcome to the Contact Professionals Alliance Inc.

Aiming for Customer Experience excellence but finding that the  ‘finish line’ keeps changing ?

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

Worrying about QA and FCR  when customers contact your company via multiple channels- sometimes simultaneously?

If you are looking for answers to tough Contact Centre questions like these,  I invite you to join our community.  (it’s free)   Sign up here  

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 internal resources or get things off your to-do list,  reach out to CPA.   We can connect you with experienced SMEs for any Contact Centre project, from  process reviews/ audits to QA and CX programs to data analysis and 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 a great 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 custom workshop just for you.