Deliver an experience that turns your customers into your biggest advocates.

 

Improve your operations to transform the customer experience.

 

Streamline your operations to create a straightforward customer journey.

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COPC Inc. offers CX consulting services and software, training, and certification for customer experience management.  Our mission is to transform your operations to deliver a superior experience.

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

42% of U.S. consumers are using unassisted channels to resolve their customer service issues.

Learn more in the 2018 Consumer Edition of the Customer Experience Management Benchmark Series. This new report covers the current state of the customer experience in the United States, including a new section on unassisted channels, such as chatbots and other solutions powered by artificial intelligence.
Learn more now

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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CRM Magazine: Worldwide Customer Service Takes Cultural Sensitivity 

Read this feature article in CRM magazine by Sam Del Rowe, associate editor, about managing customer service at companies that operate overseas contact centers. The story discusses how to navigate regional differences while still trying to maintain a high standard of customer service across geographic boundaries. The article features comments by Kyle Kennedy, president and chief operating officer, COPC Inc., and Ian Aitchison, CEO, Asia Pacific, COPC Inc.
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Retail Customer Experience: Three best practices for a retail customer experience assessment

Read a contributed article on Retail Customer Experience by Kyle Kennedy, chief operating officer at COPC, explaining why conducting a customer experience assessment should be an integral part of the retail operation. The article features three best practices based on COPC Inc. experience with helping retailers improve the customer experience.
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TWenty years
of improving
the customer experience

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From call 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. 

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COPC Customer Experience Standard,
Release 6.0

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Read COPC Inc.’s latest Standard for customer experience management. 

VIEW NEW STANDARDS

READ OUR LATEST
CX 
BLOG POST

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October 8, 2018 in Customer Experience, Customer Satisfaction, CX Stories

CX Stories: Marriott Knocks One Out of the Park

This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from James Cammareri, vice president, business…

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Our Featured Customer Experience and Call Center Classes 

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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 call 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.
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