COPC Standards:
A Performance Management Framework
for Customer Experience Operations

The COPC Standards provide a performance management system to measure and improve operations that support the customer experience. This year marks the 20th anniversary of the collection of the COPC Standards and the introduction of a new Standard: the COPC Customer Experience (CX) Standard.

The COPC CX Standard is latest version of COPC’s leading Standard, the COPC Customer Service Provider (CSP) Standard. This newest version broadens best practices found in the CSP Standard and expands it to the entire customer journey. While the COPC CX Standard can still be used with call centers, it also can be applied any type of customer service environment from a retail store to a web-based service.

The current version of the COPC CX Standard, Release 6.0 is for customer service providers (CSPs). An additional version of the COPC CX Standard will be available later this year for outsourced service providers (OSPs). The version for vendor management organizations (VMOs) will be available in early 2017.

Access the latest release
of the COPC Customer Experience (CX) Standard here:

CX Standard »

Access all previous releases of the COPC Standards here:

 CSP Standard »  VMO Standard »
 OSP Standard »  HSP Standard »

 

The COPC Family of Standards is the foundation of all our work. Learn more about our consulting, training and certification services.

I’ve deployed or evaluated major service standards while at Microsoft, Monster, and Acronis and nothing delivers high performance, organizational alignment and true world class service like the COPC Family of Standards.”

—Ed Benack
Vice President, Cvent