The COPC Blog

Call Center Attrition: Avoid the Dilemma of First-Day Ghosting

November 15, 2023

Call Center Attrition: Avoid the Dilemma of First-Day Ghosting

By: Teal Benson

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition...
The Role of Company Culture in Employee Engagement 

November 14, 2023

The Role of Company Culture in Employee Engagement 

By: Teal Benson

Employee engagement has become a priority for many organizations’ broader strategies for driving long-term growth. It makes sense that focusing...
Generative AI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology

October 26, 2023

Generative AI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology

By: Teal Benson

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer...
The Science Behind Customer Satisfaction (CSAT) Improvement: Finding the Key Drivers 

October 24, 2023

The Science Behind Customer Satisfaction (CSAT) Improvement: Finding the Key Drivers 

By: Teal Benson

In last month’s article, we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time...
Navigating Generational Differences in the Workplace 

October 16, 2023

Navigating Generational Differences in the Workplace 

By: Teal Benson

During the Execs In The Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline...
Contact Center Coaching to Improve Customer Satisfaction (CSAT) 

September 21, 2023

Contact Center Coaching to Improve Customer Satisfaction (CSAT) 

By: Teal Benson

In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies...
A Foundation for Exceptional Digital Self-Service Design

September 11, 2023

A Foundation for Exceptional Digital Self-Service Design

By: Teal Benson

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems...
Using Channel Strategy to Influence Customer Satisfaction

September 11, 2023

Using Channel Strategy to Influence Customer Satisfaction

By: Teal Benson

Getting your organization’s customer service channel strategy right can reduce operational costs and increase customer satisfaction. Customer support plays a...
Service Level – Are You Measuring it the Wrong Way?

July 20, 2023

Service Level – Are You Measuring it the Wrong Way?

By: Teal Benson

Service level is one of the most important metrics for a contact center to measure and manage and has been...
Using a Balanced Scorecard for Performance Management

June 9, 2023

Using a Balanced Scorecard for Performance Management

By: Teal Benson

If you’ve been following along, you already know the incredible value that a balanced scorecard brings to performance management. In...
The Growing Role of Artificial Intelligence in the Customer Experience Industry

June 9, 2023

The Growing Role of Artificial Intelligence in the Customer Experience Industry

By: Teal Benson

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This...
Contact Center Team Leaders: The Key To Engaged and Motivated Employees

May 23, 2023

Contact Center Team Leaders: The Key To Engaged and Motivated Employees

By: Teal Benson

Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most...
Choosing Between CSAT, NPS or CES: Why it Does Not Matter  

May 19, 2023

Choosing Between CSAT, NPS or CES: Why it Does Not Matter  

By: Teal Benson

— Alex Boland | Director of ANZ Operations at COPC Inc. Organizations often dedicate substantial time and effort debating whether...
COPC Standards Committee Meeting: Artificial Intelligence and Customer Experience

April 28, 2023

COPC Standards Committee Meeting: Artificial Intelligence and Customer Experience

By: Teal Benson

COPC Inc. and the COPC Standards Committee, a group of global customer experience (CX) experts overseeing the evolution of the...
Creating a Balanced Scorecard: What to Consider

April 19, 2023

Creating a Balanced Scorecard: What to Consider

By: Teal Benson

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management....
<strong>Benefits of a Balanced Scorecard for Performance Management</strong> 

February 6, 2023

Benefits of a Balanced Scorecard for Performance Management 

By: Teal Benson

Balanced scorecards provide a holistic view of an organization’s site, program, department, team or employee performance. Rather than analyzing individual...
Three Lean Six Sigma Process Improvement Insights 

January 23, 2023

Three Lean Six Sigma Process Improvement Insights 

By: Rick Zayas

Lean Six Sigma is a process improvement philosophy focused on delivering greater value to customers, employees, and businesses. Lean methodologies...
<strong>Training and Development as an Employee Retention Strategy</strong> 

January 13, 2023

Training and Development as an Employee Retention Strategy 

By: Teal Benson

Training and development functions exist in most contact center operations. Some organizations focus primarily on new hire training, while others...
GUEST POST: <strong>Skyrocket the Customer Experience and Mitigate Financial Risk</strong>

January 10, 2023

GUEST POST: Skyrocket the Customer Experience and Mitigate Financial Risk

By: Teal Benson

By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, liveproWe all know employee perceptions of how...
6 Ways to Translate Company Values into Employee Engagement

December 23, 2022

6 Ways to Translate Company Values into Employee Engagement

By: Teal Benson

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall...
Best Practices for Recruiting, Hiring and Training that Lead to Higher Retention

December 7, 2022

Best Practices for Recruiting, Hiring and Training that Lead to Higher Retention

By: Kyle Kennedy

Part 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training To improve performance and provide...
November COPC Standards Committee Meeting

December 1, 2022

November COPC Standards Committee Meeting

By: Teal Benson

The COPC Customer Experience (CX) Standard is a performance management system for CX operations, including contact centers, unassisted transactions, face-to-face...
GUEST POST: Talkdesk’s Market Feedback Aligns with COPC Inc. Employee Engagement Research

November 18, 2022

GUEST POST: Talkdesk’s Market Feedback Aligns with COPC Inc. Employee Engagement Research

By: Teal Benson

The Southeast Asia (SEA) Employee Engagement Research Report is timely as it provides an accurate view of the ever-changing contact center...
Developing a Strategic Vendor Management Framework

October 31, 2022

Developing a Strategic Vendor Management Framework

By: Teal Benson

Transform Vendor Management into Partnership Success Your vendors are an extension of your brand. You entrust them with your most...
GUEST POST: Employee Engagement Research & Knowledge Management Software

October 28, 2022

GUEST POST: Employee Engagement Research & Knowledge Management Software

By: Teal Benson

The Australia Employee Engagement Research Report is timely as organisations are battling to secure talent in tight employment markets globally.  ...
GUEST POST: Keeping Employees Engaged and Empowered

October 25, 2022

GUEST POST: Keeping Employees Engaged and Empowered

By: Teal Benson

Many businesses in today’s climate find it tough to retain top talent. We think employee engagement and empowerment go a...
GUEST POST: Recruitment and Staff Strategy as an Employment Engagement Initiative  

October 24, 2022

GUEST POST: Recruitment and Staff Strategy as an Employment Engagement Initiative  

By: Teal Benson

For Capability BPO, employee engagement starts from the moment we recruit new employees. COPC’s performance improvement framework, which utilizes all...
Employee Engagement and Retention: Consider This

September 2, 2022

Employee Engagement and Retention: Consider This

By: Kizzy Misa

Contact center managers often attribute high attrition to unfulfilling tasks and a lack of professional advancement opportunities. A critical factor...
Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 

August 16, 2022

Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 

By: Teal Benson

Quality assurance (QA) can predict customer satisfaction (CSAT), providing actionable data that leads to significant and sustained improvements....
Three Types of Contact Center Data for  Business Intelligence 

August 1, 2022

Three Types of Contact Center Data for Business Intelligence 

By: Kathleen Jezierski

Your call center is one of the best windows into the customer experience. Customers gift your company bits of information...
Designing Self-Service for Customer Success

July 25, 2022

Designing Self-Service for Customer Success

By: Teal Benson

Often, organizations design self-service from a cost savings perspective and do not fully consider whether they are improving resolution and...
The Role of Research on CX Operations & Best Practices

May 31, 2022

The Role of Research on CX Operations & Best Practices

By: Teal Benson

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. The latest updates, announced in August 2021,...
SBI Card, Customer Services Division, Achieves COPC Inc. Process Certification

April 7, 2022

SBI Card, Customer Services Division, Achieves COPC Inc. Process Certification

By: Karen Colvin

GURGAON, India. — (April 7, 2022) COPC Inc. is pleased to announce that SBI Card has met the COPC Inc....