Provide best practices to your contact center team with customer experience management training.

 

Find out how Service Journey Thinking can transform your customer experience.

 

Certify your organization to show your commitment to providing the highest level of service to your customers.

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OUR FEATURED CUSTOMER EXPERIENCE AND CALL 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.
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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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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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OVER 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. 

LEARN MORE

COPC Customer Experience Standard,
Release 6.1

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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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November 13, 2019 in Certification, COPC Standards, Customer Experience

Conversations with Clients: Du Duo, Shouqi Limousine & Chauffeur

“It is a great honor for Shouqi Limousine & Chauffeur to be certified to the COPC Customer Experience Standard. Our customer service centre provides services to both customers and drivers.…
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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 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.
READ THE CASE STUDY