A Performance Management Framework
for Customer Experience Operations
The COPC® Family of Standards is a performance management framework that enables you to measure and improve all operational activities that support the customer experience. Created in 1996, the original COPC Customer Service Provider (CSP) Standard was based on the Malcolm Baldrige National Quality Award criteria and framework. The COPC CSP Standard remains the most recognized and widely used, and it serves as a guide for all other COPC Standards.
Access all COPC Standards and related guides here:
customer contact operations CSP Standard »
management organizations VMO Standard »
customer contact operations OSP Standard »
healthcare companies HSP Standard »