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.
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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.
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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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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.
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.
COPC Customer Experience Standard,
Release 6.0
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Read COPC Inc.’s latest Standard for customer experience management.
Our Featured Customer Experience and Call Center Classes
COPC® Best Practices for CX Operations
January 28, 2019 — February 01, 2019
Ponte Vedra, Florida
REGISTER HERECOPC® Best Practices for CX Operations
February 25, 2019 — March 01, 2019
Amsterdam, Holland
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February 25, 2019 — March 01, 2019
Mumbai, India
REGISTER HERECOPC® High Performance Management Techniques (HPMT)
March 12, 2019 — March 14, 2019
Manila, Philippines
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