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.

omnichannel experience

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.

I could not have asked for a better performance improvement partner. The results far exceeded our expectations and the insights we received gave our people the confidence to approach things differently.”

—Manager of Strategy
and Development,
Major Consumer
Electronics Retailer

A major consumer retailer experienced $3 million savings in operational costs

Call Center Training, Consumer Retailer Case StudyThe organization was receiving low scores from customers in quality and overall satisfaction categories, but the company was unsure why and did not know what actions to take to improve their performance. Read the full story »