Jeffrey is primarily focused on supporting organizations improve performance through COPC Certification and Consultancy services. As Vice-President Digital Customer Experience and Consultancy EMEA, Jeffrey is responsible for the development of the COPC framework in regards of Digital Systems and Digital Channels as well Consultancy services.
He also leads COPC Baseline Assessments, Benchmark Reviews, Structured Support, (Re-) Certification audits and delivers COPC Best Practices, High Performance Management Techniques, Workforce Management as well Vendor Management training.
As a skilled and knowledgeable expert, he supports organizations to implement the COPC CX Standard and assists clients to realize improvements in service, quality, customer satisfaction, and cost, associated with the COPC Standard.
Jeffrey Lijffijt joined COPC International Inc. in September 2017. Prior to COPC Jeffrey spent around 8 years in the contact center industry and brings broad experience from an operational and support perspective with specific focus on performance management, workforce management, efficiency realization and process improvement.
Previously Jeffrey was Senior Manager of the WFM Global Centre of Expertise with Conduent, before known as Xerox/ACS, a global Outsource Service Provider. While in this position, he was responsible, with his team of specialists, for establishing and developing the support organization for the global WFM operations and rolling out the COPC process certified framework of approaches across all globally serviced accounts (>100). His workforce management team’s area of responsibility included Training & Development, Quality & Improvement Management, Project Management, Sales Support, Risk Assessments and Data-Analytics. Jeffrey also held the position of Internal COPC Auditor in which he supported and audited multiple customer care departments.
Before Conduent, Jeffrey has been active within different Workforce Management (WFM) and Operational Customer Care positions in the financial services industry.
Jeffrey is based in Amersfoort, The Netherlands and holds a degree in Logistics & Economics from University of Applied Sciences of Utrecht in The Netherlands. Beside this he holds multiple certificates in the areas of Digitalization, Workforce Management, Lean Six Sigma and Performance Management.
The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.
Tel: 010 003 0020