Operational Performance Consulting:
Deliver an Omnichannel Experience
COPC Inc. helps companies optimize key customer touch points and deliver a seamless omnichannel experience throughout the customer journey. Our clients achieve significant and sustained performance improvement that increases customer satisfaction, reduces costs, and builds revenue.
We provide expertise to determine key operational issues and improve performance within any channel, whether the interaction involves a live agent or is a purely digital touch point. Live agent interactions include phone, email, chat, text, social media, or in person. Digital touch points include website, interactive voice response (IVR), and mobile applications.
We work with hundreds of leading brands worldwide to help them quickly adapt their call centers and other customer experience operations to meet changing consumer behavior.
We have experience with many industries and types of transactions such as customer service, technical support, sales, collections, and claims. Our dedicated consultants work side-by-side with your organization to make significant improvements in your operations and deliver an omnichannel experience. We then transfer that knowledge to your team to help you sustain high performance in key customer contact channels.
How we can help you improve operational performance:
- Review key customer touch points to identify operational deficiencies or performance issues, while also determining how performance in other channels interacts and affects key touch points.
- Design an improvement plan to address performance gaps or redesign key operational processes such as quality, workforce management, recruiting/hiring/training and KPI development.
- Execute an improvement plan with your team to increase performance or implement key operational processes critical to the customer experience.