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May 23, 2023
Contact Center Team Leaders: The Key To Engaged and Motivated Employees
Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most...
May 22, 2023
The COPC Standards Committee Welcomes Scott Horace
WINTER PARK, Fla., May 18, 2023 — COPC Inc. announces the addition of Scott Horace to the COPC Standards Committee....
May 19, 2023
Choosing Between CSAT, NPS or CES: Why it Does Not Matter
— Alex Boland | Director of ANZ Operations at COPC Inc. Organizations often dedicate substantial time and effort debating whether...
April 28, 2023
COPC Standards Committee Meeting: Artificial Intelligence and Customer Experience
COPC Inc. and the COPC Standards Committee, a group of global customer experience (CX) experts overseeing the evolution of the...
April 19, 2023
Creating a Balanced Scorecard: What to Consider
Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management....
February 15, 2023
A Foundation for Exceptional Digital Self-Service Design
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems...
February 6, 2023
Benefits of a Balanced Scorecard for Performance Management
Balanced scorecards provide a holistic view of an organization’s site, program, department, team or employee performance. Rather than analyzing individual...
January 23, 2023
Three Lean Six Sigma Process Improvement Insights
Lean Six Sigma is a process improvement philosophy focused on delivering greater value to customers, employees, and businesses. Lean methodologies...
January 13, 2023
Training and Development as an Employee Retention Strategy
Training and development functions exist in most contact center operations. Some organizations focus primarily on new hire training, while others...
January 10, 2023
GUEST POST: Skyrocket the Customer Experience and Mitigate Financial Risk
By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, liveproWe all know employee perceptions of how...
December 23, 2022
6 Ways to Translate Company Values into Employee Engagement
High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall...
December 7, 2022
Best Practices for Recruiting, Hiring and Training that Lead to Higher Retention
Part 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training To improve performance and provide...
December 1, 2022
November COPC Standards Committee Meeting
The COPC Customer Experience (CX) Standard is a performance management system for CX operations, including contact centers, unassisted transactions, face-to-face...
November 18, 2022
GUEST POST: Talkdesk’s Market Feedback Aligns with COPC Inc. Employee Engagement Research
The Southeast Asia (SEA) Employee Engagement Research Report is timely as it provides an accurate view of the ever-changing contact center...
November 2, 2022
The Role of Company Culture in Employee Engagement
Employee engagement has become a priority for many organizations’ broader strategies for driving long-term growth. It makes sense that focusing...
October 31, 2022
Developing a Strategic Vendor Management Framework
Transform Vendor Management into Partnership Success Your vendors are an extension of your brand. You entrust them with your most...
October 28, 2022
GUEST POST: Employee Engagement Research & Knowledge Management Software
The Australia Employee Engagement Research Report is timely as organisations are battling to secure talent in tight employment markets globally. ...
October 25, 2022
GUEST POST: Keeping Employees Engaged and Empowered
Many businesses in today’s climate find it tough to retain top talent. We think employee engagement and empowerment go a...
October 24, 2022
GUEST POST: Recruitment and Staff Strategy as an Employment Engagement Initiative
For Capability BPO, employee engagement starts from the moment we recruit new employees. COPC’s performance improvement framework, which utilizes all...
September 29, 2022
RevealCX Achieves Platinum Partner in COPC Inc.’s ATP Program
WINTER PARK, Fla., Sept. 26, 2022— COPC Inc. is pleased to announce that it has once again approved Nexcom’s RevealCX as...
September 26, 2022
COPC Inc. Announces Employee Engagement Research Series
Global Insights for Integrating Employee and Customer Experience Strategies WINTER PARK, Fla., Sept. 26, 2022— COPC Inc., a global customer...
September 19, 2022
Saudi Arabia’s First COPC Inc. Certified BPO: ccc by stc
WINTER PARK, Fla., Sept. 19, 2022— COPC Inc. is pleased to announce that ccc by stc has met the COPC...
September 8, 2022
CCMG & COPC Inc. Partner to Propel South Africa’s Contact Centre Industry Development
WINTER PARK, Fla., Sept. 8, 2022– COPC Inc. is pleased to announce a new partnership with the Contact Centre Management Group...
September 2, 2022
Employee Engagement and Retention: Consider This
Contact center managers often attribute high attrition to unfulfilling tasks and a lack of professional advancement opportunities. A critical factor...
August 16, 2022
Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment
Quality assurance (QA) can predict customer satisfaction (CSAT), providing actionable data that leads to significant and sustained improvements....
August 1, 2022
Three Types of Contact Center Data for Business Intelligence
Your call center is one of the best windows into the customer experience. Customers gift your company bits of information...
July 25, 2022
Designing Self-Service for Customer Success
Often, organizations design self-service from a cost savings perspective and do not fully consider whether they are improving resolution and...
May 31, 2022
The Role of Research on CX Operations & Best Practices
The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. The latest updates, announced in August 2021,...
April 19, 2022
Express International Inc. Invests in Employees to Elevate Customer Service
WINTER PARK, Fla. April 15, 2022— COPC Inc. commends the effort of Express International Inc. to improve customer service. Twenty...
April 13, 2022
Using Channel Strategy to Influence Customer Satisfaction
Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. It can also...
April 7, 2022
SBI Card, Customer Services Division, Achieves COPC Inc. Process Certification
GURGAON, India. — (April 7, 2022) —COPC Inc. is pleased to announce that SBI Card has met the COPC Inc....
April 1, 2022
Leveraging AI-driven Software to Boost CX Quality
There is an adage in machine learning, garbage in, garbage out. Customer experience management platforms like Nexcom’s RevealCX Boost ¹ offer...
March 11, 2022
The Great Reinvention
Prepare to lead your organization through a tough labor market with: Insights into key drivers affecting labor markets Best practices...