July 30, 2018
Retail Customer Experience:
Three Best Practices for a Retail Customer Experience Assessment
A contributed article by Kyle Kennedy, chief operating officer at COPC, explaining why conducting a customer experience assessment should be an integral part of the retail operation.
July 2018 issue
APAC CIO Outlook:
COPC Inc.: At the Helm of Customer Experience Management
A profile about COPC Inc.’s work in the Asia Pacific region. The article discusses the COPC Customer Experience (CX) Standard and how it is used by companies to improve their operational performance.
April 10, 2018
CX magazine: Customer Journey Mapping–
Three Key Components
A contributed article by Judi Brenstein, vice president, providing three key components to ensure your customer journey mapping project can lead to increased profits.
November 2017 issue
CRM magazine: The Real Benefits of Artificial Intelligence
An article by Oren Smilansky, associate editor, CRM, about how adding AI to the contact center enables rapid information retrieval, leading to a better experience for both agents and customers. The story includes comments
August 1, 2017
Customer Experience Magazine: Three Ways to Utilize Your Existing Operations for Superior Omnichannel Experience
Kathleen Jezierski, president and chief operating officer, COPC Inc. writes a contributed article about three ways to best utilize your existing operations to provide a superior customer experience.
Contact Centre Association of Singapore (CCAS): “Digital Unassisted Channels – Understanding Chatbots”
Ian Aitchison, chief executive officer, Asia Pacific region, COPC Inc., is the author of an online article about the latest trend with software development in the contact centre industry and the increased use of chatbots.
May 7, 2017
The Business Debate: Delivering on Brand Promise to Drive Customer Loyalty
An online interview hosted by Angela Corpe, business correspondent of The Business Debate with Richard North, EMEA CEO, COPC Inc. and Kathleen Jezierski, President and COO, COPC Inc., about the intersection of the customer experience and brand promise.
May 2, 2017
callcentrehelper.com: CX17 Breakouts: A Better Customer Experience, Together
An online news article about CX17, a Genesys event that focuses on the customer experience. Genesys has now announced their full agenda for the CX17 event in Indianapolis, May 22-25, 2017, and in Brussels, June 7-9. The story includes a feature about COPC Inc.’s presentation of recently conducted consumer research.
April 10, 2017
Contact Centre Association of Singapore: Talk Time Interview Series
Andy Cranshaw, director of South East Asia, COPC Inc., and recent speaker at the CCAS Symposium, shared his views on the evolution of the customer service industry in general and in South East Asia in particular. The video inteview was conducted by Augustin du Payrat of CCAS as part of the organization’s Talk Time Series.
October 20, 2016
APAC CIO Outlook, “Call Center Technologies”
Ian Aitchison, chief executive officer, Asia Pacific region, COPC Inc. provided a guest column about establishing a successful call center by looking at both technology and the performance of people and processes.
July/August 2018 issue
CRM magazine: Worldwide Customer Service Takes Cultural Sensitivity
A feature article by Sam Del Rowe, associate editor, CRM, 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 includes comments by Kyle Kennedy, president and chief operating officer, COPC Inc., and Ian Aitchison, CEO, Asia Pacific, COPC Inc.
Aug 2, 2017
Total Retail Report: New Customer Care and Brand Loyalty Insights Revealed
A contributed article by Jim Von Seggern, director of marketing, COPC Inc.,
July 20, 2017
Call Recording: Consulting Company Launches Quality Assurance Solution
A featured article by Paula Bernier, executive editor, TMC, about the launch of
July 17, 2017
CMS Wire: COPC’s RevealCX Monitoring App Takes Quality Assurance One Step Further
An online news article by
May 2017 issue
CRM magazine: “Bots Should Be in Your Contact Center’s Future”
Ian Aitchison, chief executive officer, Asia Pacific region, COPC Inc., is interviewed as part of this story about how artificial intelligence is being used in contact centers to improve customer service.
April 2017 issue
CIOReview India: 20 Most Promising CEM Solution Providers
COPC Inc. is named as one of 20 most promising Customer Experience Management (CEM) solution providers by CIOReview India, a technology publication for the Indian enterprise market.
April 8, 2017
Customer Think: Three Social Media Trends in Customer Care
An online article by Jeff Toister, contributing author, about social media trends and the customer experience. The story includes information from the 2016 Customer Experience Benchmark report from Execs In The Know and COPC Inc.
February 8, 2017
Qantas Talking Business: COPC Inc. interview
Ian Aitchison, chief executive officer, Asia Pacific region, COPC Inc., discusses the origins of the company, offshoring for customer contact centres, some common mistakes in the contact centre industry, and the rise of chatbots. Ian was interviewed by Alan Kohler for the program Qantas Talking Business, an inflight entertainment radio program.
October 2016 issue
CRM magazine, “Are Contact Centers Becoming Passe?”
Kathleen Jezierski, president and chief operating officer, COPC Inc., is interviewed as part of this story about how contact center metrics need to be more customer centric to meet new new consumer expectations and demands.