We are looking for insights and best practices
from CX professionals about their management
programs. Click here to provide input for our
upcoming Global Benchmarking Series reports.

 

The new COPC CX Standard, Release 7.0 introduces improved management of the customer’s service journey and the contact center industry. Click here to learn more in our press release.

 

Quality management programs can result in bottom-line improvements to your business. Click here for our featured white paper to find out if you are getting the most value from your quality program.

 
 

We are conducting a benchmark research effort on key performance indicators used by customer operations in the publishing industry. If you work in this industry, be a hero to your peers and click here to share your knowledge!

 

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

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COPC Inc. is a global leader in customer experience, backed by more than two decades of proven results. Whether its leading-edge industry insights or individual client studies, insightful CX research is a foundation for our work. One of our most anticipated annual reports is now available to the public, the CXMB Series 2020 Corporate Edition.

 

New opinions and behaviors were formed almost overnight in 2020 as a result of the pandemic, revolutionizing service journeys. To view extensive learnings and survey results, download your free copy here.

GLOBAL TRAINING CALENDAR FOR CONTACT CENTERS

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

COVID-19 has created challenges for CX 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

75% of survey respondents used chatbots in the past 3 months yet only 50% are satisfied.

Do you want to see more statistics and learn about key industry trends? The 2020 Customer Experience Management Benchmark (CXMB) Series Consumer Edition provides new insights from 5,000 consumers in this pandemic-driven year of change – a year like no other.
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

TWenty-Five 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. 

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August 23, 2021 in Customer Experience, Multichannel

Creating Purposeful Multichannel Service Journeys

Now more than ever, consumers are embarking on multichannel journeys to resolve a single customer care issue. While multichannel journeys are increasing, our most recent research conducted in partnership with…
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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