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
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.