OUR FEATURED CUSTOMER EXPERIENCE AND CALL CENTER TRAINING
– View Global Training Calendar –
COPC® High Performance Management Techniques (HPMT)
October 22, 2019 — October 24, 2019
Kuala Lumpur, Malaysia
REGISTER HERECOPC® Best Practices for Customer Experience Operations
November 11, 2019 — November 15, 2019
Sydney, Australia
REGISTER HERECOPC® Lean Six Sigma for Contact Centers – Yellow Belt
November 11, 2019 — November 15, 2019
Omaha, Nebraska
REGISTER HERECOPC® Best Practices for Customer Experience Operations
November 25, 2019 — November 29, 2019
Gurugram, India
REGISTER HERE
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.
Get the report
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
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.
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 6.1
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Read COPC Inc.’s latest Standard for customer experience management.
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