Our services are now offered virtually! CLICK for the full list of training, consulting and certification services.

 

Minimize friction by using our comprehensive approach to analyze all customer service channels together. CLICK to learn about Service Journey ThinkingSM.

 

Fast track your Work-At-Home program and continue to improve its performance after the transition. CLICK for our full list of WAH Solutions.

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COPC Inc. is a global leader in Customer Experience, backed by more than two decades of proven results. Whether it’s the COPC Customer Experience (CX) Standard we’ve been evolving since 1996, or individual client studies, insightful research is one of our staples. We’re excited to announce one of our most anticipated reports, the 2020 CXMB Series Consumer Edition, which is now available to the public.

 

New opinions and behaviors formed almost overnight in 2020 as a result of the pandemic, revolutionizing service journeys. To view the extensive learnings and survey results from more than 5,000 U.S. consumers, DOWNLOAD your free copy today!

Evidence indicates that WAH is bigger than COVID and has value beyond the current climate.

COVID-19 has created challenges for customer experience operations but also created drive and momentum to innovate and transform. This report, based on survey data from 75 companies across 20+ locations, is to share insight around WAH practices and the early impact of COVID on operations.
Get the report

Consumer preference for the Traditional Care channel fell from 55% in 2018 to 44% in 2019.

Do you want to see more statistics and learn about key industry trends? Check out the 2019 Customer Experience Management Benchmark (CXMB) Series Consumer Edition. Get an objective look at today’s customer experience, and a glimpse of how consumer expectations are evolving year-over-year.
Get the report

Orange Contact Centers Achieve COPC Certification

Orange, a provider of convergent fixed and mobile telecom products, has met the qualifications for its Spain, Romania and Madagascar contact centers to be certified based on the COPC Customer Experience (CX) Standard. These three contact centers join other Orange affiliates in Poland, Tunisia, Moldova and Senegal that are certified by COPC Inc. The COPC CX Standard has been used in a variety of Orange’s operations including customer service, technical support, retention, billing and retail in both business-to-business and consumer operations.
Read the Press Release

OVER TWenty years
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the customer experience

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From contact centers to CX management, we work with companies to maximize their operational performance. 

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August 31, 2020 in Service Journey, Ask the Expert

Do you understand the value of resolving a call?

Quantifying call resolutions is a huge advantage for Contact Centers. Our Asia Pacific CEO, Ian Aitchison, recently had an article published in Customer Think discussing this topic and how call…
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LOOKING FOR INDIRECT PROCUREMENT?

Hyatt Hotels improves customer satisfaction and generates millions of dollars in incremental revenue 

Hyatt Hotels asked COPC Inc. to analyze the performance of their contact center operations at select Hyatt hotels in the U.S.
Using the findings and recommendations from the COPC® Benchmark Review, Hyatt drove significant improvements in conversion rate and customer satisfaction.
READ THE CASE STUDY