All of our services are now offered virtually! Click HERE for the full list of training, consulting and certification services.

COPC Inc. will fast track your Work-At-Home program! We realize companies and contact centers around the globe are facing enormous challenges due to COVID-19. Our CEO of Asia Pacific wrote a recent article with advice for a rapid transition. As a global leader in Customer Experience Consulting, we offer full implementation and performance improvement solutions for WAH programs.

 

View our Work-At-Home page to see how we can help you design and deploy a WAH program immediately, while maintaining continuity and efficiency. Contact us now at workathome@copc.com.

FEATURED CUSTOMER EXPERIENCE AND CONTACT CENTER TRAINING

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The salary cost of a 10-seat contact center in Sydney is roughly the same as a 100-seat center in Manila.

This is one of the findings from the Asia Pacific Contact Centre Salary Survey conducted by COPC Inc. The report details salaries, attrition and management ratios to frontline staff members. This report was constructed with data from over 160 contact centres across the Asia Pacific region representing over 200,000 frontline seats.
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.
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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.
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OVER TWenty years
of improving
the customer experience

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

VIEW OUR HISTORY

REVEALCX
for Quality Monitoring
and Business intelligence

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Developed by COPC Inc.,
Version 4.0 of RevealCX now includes
a new user interface and experience. 

LEARN MORE

COPC CX Standard, Release 6.2
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Read COPC Inc.’s latest Standard for customer experience management. 

VIEW THE STANDARDS

READ OUR LATEST
CX BLOG POST

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March 23, 2020 in Work-At-Home

How to Move to a Work-At-Home Model When a Rapid Response is Required

Social Distancing, Shutdowns and the Impact of COVID-19 on Our Industry. Contact workathome@copc.com for support in setting up your Work-At-Home operations. Introduction The COVID-19 crisis is impacting the contact centre…
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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