Approved Technology Providers

COPC Inc. has found livepro to be an effective Knowledge and Content Management tool. It supports compliance with the following best practices found in the COPC CX Standard, Release 6.2:

2.3.1.a – Managing the consistency of content between channels
2.3.1.c – Reviewing content for accuracy and usefulness at a frequency appropriate to the business
2.3.1.d – Users providing feedback for the continuous improvement of the accuracy and usefulness of content
2.3.1.e – Informing CSSs of new content, and verifying CSS understanding
2.3.1.f – Ensuring only authorized staff are able to make revisions to content
2.3.1.g – Ensuring obsolete content is not visible to CSSs or Customers but is retained

COPC Inc. has found RevealCX to be an effective Quality Management, Staff Monitoring, and Coaching tool. It supports compliance with the following best practices found in the COPC CX Standard, Release 6.2:

2.4.1.d – Measurement of Customer Critical Error Accuracy, Business Critical Error Accuracy, and Compliance Critical Error Accuracy for human assisted channels
2.4.1.e – Measurement of Defect Rate for digital assisted channels
2.4.2.a – Aggregation of monitoring results to identify frequent causes of error
2.4.2.b – Investigation of root causes behind frequent errors
2.4.3.b – Training and verification of minimum skills required by quality evaluators
2.4.3.c – Calibration of all quality evaluators using a quantitative approach that measures alignment at the attribute level in comparison to a reference or gauge
3.5.1.a – Recurrent monitoring of customer support specialist (CSS) performance for each transaction type handled
3.5.1.e – Setting of clear performance (e.g., pass/fail) thresholds for CSSs, based on the Customer, Business, and Compliance Critical Error Accuracy scores
3.5.2.a – Communication to a CSS of findings from all monitored transactions
3.5.2.b – Coaching of CSSs on at least a sample of the evaluations they passed

COPC Inc. has found AmplifAI to be an effective Staff Monitoring, Coaching, and Performance Management tool. It supports compliance with the following best practices found in the COPC CX Standard, Release 6.2:

3.5.1.a – Recurrent monitoring of customer support specialist (CSS) performance for each transaction type handled
3.5.1.c – More frequent monitoring of new CSSs
3.5.1.d – Performance of investigative evaluations distinct from the normal monitoring program
3.5.1.e – Setting of clear performance (e.g., pass/fail) thresholds for CSSs, based on the Customer, Business, and Compliance Critical Error Accuracy scores
3.5.2.a – Communication to a CSS of findings from all monitored transactions
3.5.2.b – Coaching of CSSs on at least a sample of the evaluations they passed
3.5.2.c – Coaching of CSSs on all monitored transactions that did not meet target, and the ability to monitor these CSSs more frequently
3.6.1.a – Quarterly review of CSS performance to objectives, and the identification of areas for improvement
3.6.1.b – Development and effective implementation of improvement plans in areas where the CSS is not meeting objectives