Our services are now offered virtually! CLICK for the full list of training, consulting and certification services.

 

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

 

Fast track your Work-At-Home program and continue to improve its performance after the transition. CLICK for our full list of WAH Solutions.

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For nearly 25 years, COPC Inc. has been helping organizations optimize the Customer Experience (CX) and improve Service Journeys. Our CX research team recently studied the effects of Service Journeys and customer loyalty in the banking industry. We found that banks that take advantage of new business opportunities such as self-service technology can greatly increase customer loyalty and their referral business.

 

See the study and our complete assessment in the published article on Customer Think.

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

COVID-19 has created challenges for customer experience 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.
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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.
Read the Press Release

OVER TWenty years
of improving
the customer experience

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

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January 22, 2021 in Service Journey, CX Research, Customer Satisfaction

Banking and Customer Loyalty – Understanding the Relationship with Self Service Technology

Customer loyalty for banks means big business. How banks handle their customer service journeys plays a big part in driving that loyalty. Our CX Research team recently interviewed more than…
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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 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