Executive Staff
Alton Martin
CEO and Co-Founder
Alton Martin offers more than 25 years experience and ground-breaking involvement
in the services industry, having played an instrumental role in laying the
foundation for the establishment of COPC Inc.
Alton's input is frequently sought as an industry expert.
He has published articles for many trade journals and business magazines,
including the Journal of Strategic Performance Measurement, the Controller's
Advisory, ContactCenterWorld.com, CallCenter Magazine and TPI.
He has also spoken in global forums, such as BT Alex Brown,
Outsourcing World Summit, UK Call Center Association and the
Japanese Office Automation Conference.
Alton earned his MBA, as well as the faculty award for academic excellence,
at the University of Virginia's Darden School. He received his BA from Tulane University.
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Peter Bloom
President and Co-Founder
As President and Co-founder of Customer Operations Performance Center Inc.
(COPC Inc.), Peter Bloom is one of the world's leading authorities on operations
management and performance improvement for providers of customer contact center
and Business Process Outsourcing (BPO) services. As one of the original authors
of the COPC-2000® CSP Standard—the first operational improvement standard
specifically designed to raise the bar in the customer contact center and
transaction processing industries—he plays an integral role in driving COPC Inc.'s
commitment to contact center excellence.
COPC Inc.'s proficiency in all facets of customer contact is widely recognized
and is the result of hands-on experience within a myriad of industries and
applications. Peter is an authority on operational performance and benchmarks
on a global basis having conducted more than 250 in-depth operational audits/reviews
in 25 countries across 4 continents.
Using the business acumen developed during his time as a partner at
Mercer Management Consulting, as well as his 5 years as COO of several
manufacturing companies, Peter brings a proven record of excellence in line
management and consulting to the COPC Inc. team. His implementation of
world-class operations improvement at several manufacturing companies enables
Peter to provide practical advice on converting operational excellence into
a competitive weapon.
Peter has earned an MBA from Harvard Business School and a BA from the
University of Massachusetts.
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Cliff Moore
Chairman and Co-Founder
Based on his extensive experience in performance management systems, Cliff
led the research and working sessions that developed the COPC-2000® CSP
Standard. He serves on the COPC® Standards Committee and has actively driven the
adoption of the COPC-2000® CSP Standard both domestically and internationally.
Cliff works with senior management teams at dozens of Fortune 500
firms developing and implementing service and performance improvement
strategies. His client list includes notables such as American Express,
AT&T, Bell Atlantic, GE, IBM, Xerox and the U.S. Postal Service.
Cliff is a recognized expert in off-shoring U.S. based business operations.
His work with leading providers in some of the fastest growing markets in the
world — India, the Philippines, China, Pakistan, Northern and South
Africa, Eastern Europe, and Latin America — coupled with his knowledge
of the needs of U.S. based buyers, gives him valuable insight into the future
direction of the contact center industry.
Cliff received his MBA from the Darden School at the University of Virginia and
has a BS in Business Administration from Old Dominion University.
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