The COPC Blog

COPC Standards Committee Update: AI in Focus 
February 15, 2024

COPC Standards Committee Update: AI in Focus 

Onboarding Best Practices: Reducing Attrition in the First 90 Days 
January 15, 2024

Onboarding Best Practices: Reducing Attrition in the First 90 Days 

Mastercard Leads the Charge in Customer Experience
January 9, 2024

Mastercard Leads the Charge in Customer Experience

6 Ways to Translate Company Values into Employee Engagement
November 29, 2023

6 Ways to Translate Company Values into Employee Engagement

Call Center Attrition: Avoid the Dilemma of First-Day Ghosting
November 15, 2023

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

The Role of Company Culture in Employee Engagement 
November 14, 2023

The Role of Company Culture in Employee Engagement 

GenAI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology
October 26, 2023

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

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 

Navigating Generational Differences in the Workplace 
October 16, 2023

Navigating Generational Differences in the Workplace 

Contact Center Coaching to Improve Customer Satisfaction (CSAT) 
September 21, 2023

Contact Center Coaching to Improve Customer Satisfaction (CSAT) 

A Foundation for Exceptional Digital Self-Service Design
September 11, 2023

A Foundation for Exceptional Digital Self-Service Design

Using Channel Strategy to Influence Customer Satisfaction
September 11, 2023

Using Channel Strategy to Influence Customer Satisfaction

Service Level – Are You Measuring it the Wrong Way?
July 20, 2023

Service Level – Are You Measuring it the Wrong Way?

Using a Balanced Scorecard for Performance Management
June 9, 2023

Using a Balanced Scorecard for Performance Management

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

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

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  

COPC Standards Committee Meeting: Artificial Intelligence and Customer Experience
April 28, 2023

COPC Standards Committee Meeting: Artificial Intelligence and Customer Experience

Creating a Balanced Scorecard: What to Consider
April 19, 2023

Creating a Balanced Scorecard: What to Consider

<strong>Benefits of a Balanced Scorecard for Performance Management</strong> 
February 6, 2023

Benefits of a Balanced Scorecard for Performance Management 

Three Lean Six Sigma Process Improvement Insights 
January 23, 2023

Three Lean Six Sigma Process Improvement Insights 

<strong>Training and Development as an Employee Retention Strategy</strong> 
January 13, 2023

Training and Development as an Employee Retention Strategy 

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

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

November COPC Standards Committee Meeting
December 1, 2022

November COPC Standards Committee Meeting

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

Developing a Strategic Vendor Management Framework
October 31, 2022

Developing a Strategic Vendor Management Framework

GUEST POST: Employee Engagement Research & Knowledge Management Software
October 28, 2022

GUEST POST: Employee Engagement Research & Knowledge Management Software

GUEST POST: Keeping Employees Engaged and Empowered
October 25, 2022

GUEST POST: Keeping Employees Engaged and Empowered

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  

Employee Engagement and Retention: Consider This
September 2, 2022

Employee Engagement and Retention: Consider This

Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 
August 16, 2022

Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 

Three Types of Contact Center Data for  Business Intelligence 
August 1, 2022

Three Types of Contact Center Data for Business Intelligence