We are conducting a benchmark research effort on KPIs used by CX operations in the Publishing Industry. If you work in the publishing industry, learn how you can be a hero to your peers by sharing your knowledge and best practices here!

 

Minimize friction by using our comprehensive approach to analyze all customer service channels together.
Click to learn about Service Journey ThinkingSM.

 

Our services are now 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. We’re excited to announce one of our most anticipated annual reports, 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 the extensive learnings and survey results, download your free copy today!

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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June 16, 2021 in Channel Strategy, Ask the Expert

3 Vital Insights to Crack the Customer Experience Code

Companies are missing the mark on creating a cohesive customer experience, a conclusion revealed in the Customer Experience Management Benchmark (CXMB) Series 2020 Corporate and Consumer Editions. According to the…
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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