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.

 

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 it’s
leading-edge industry insights or individual client studies, insightful CX research is a foundation for our work. 

 

Learn more about our monthly Global Benchmarking Series, where we tackle the tough questions with answers from our global research. COPC Inc. research is designed to help you make better decisions, to understand where your peers stand on these issues and to provide actionable insights for you to transform your CX operations.

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

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

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January 28, 2022 in Call Center, Customer Experience, Customer Satisfaction

Three Types of Valuable Business Intelligence You Should Collect In Your Call Center

Your call center is one of the best windows into the customer experience.  Customers gift your company  bits of information with every interaction. When your call center gathers and analyzes…
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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