The COPC Blog

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

Organizations can make self-service a more desirable option by developing an easy-to-use system that resolves issues efficiently. As opposed to...
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,...
Express International Inc. Invests in Employees to Elevate Customer Service

April 19, 2022

Express International Inc. Invests in Employees to Elevate Customer Service

By: Karen Colvin

WINTER PARK, Fla. (April 15, 2022)— COPC Inc. commends the effort of Express International Inc. to improve customer service. Twenty...
Using Channel Strategy to Influence Customer Satisfaction

April 13, 2022

Using Channel Strategy to Influence Customer Satisfaction

By: Teal Benson

Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. It can also...
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....
Leveraging AI-driven Software to Boost CX Quality

April 1, 2022

Leveraging AI-driven Software to Boost CX Quality

By: Teal Benson

There is an adage in machine learning, garbage in, garbage out. Customer experience management platforms like Nexcom’s RevealCX Boost ¹ offer...
The Great Reinvention

March 11, 2022

The Great Reinvention

By: Ali Gradert

Prepare to lead your organization through a tough labor market with: Insights into key drivers affecting labor markets Best practices...
Customer Experience: Observations from the Field

March 4, 2022

Customer Experience: Observations from the Field

By: Judi Brenstein

Customer Experience: Observations From The Field  A few topics have continued to come up in conversations, so I thought I...
Seven Ways To Ensure Your Customers Actually Use Your Self-Service System

February 18, 2022

Seven Ways To Ensure Your Customers Actually Use Your Self-Service System

By: Cyndy Edwards

Your customers expect a convenient path to issue resolution, especially when it comes to customer service. A seamless and straightforward...
COPC Inc.’s Global Benchmarking Series, 2022 

February 11, 2022

COPC Inc.’s Global Benchmarking Series, 2022 

By: Ali Gradert

High quality information is one of the most important areas that contributes to an organization’s success. High quality information supports...
Best Practices for Recruiting, Hiring and Training

January 21, 2022

Best Practices for Recruiting, Hiring and Training

By: Kyle Kennedy

Part 2 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training In our first posting regarding...
Best Practices for Recruiting, Hiring and Training

January 14, 2022

Best Practices for Recruiting, Hiring and Training

By: Kyle Kennedy

Part 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training To improve performance and provide...
Why Your 2022 Human Resources Plan Needs to Include Mental Health

December 17, 2021

Why Your 2022 Human Resources Plan Needs to Include Mental Health

By: Lezli Harrell

The mental health impact of COVID-19 cannot be underestimated. During the initial phase of the pandemic, mental health concerns became...
3 Questions to Help you Gauge Your Employee Engagement

December 3, 2021

3 Questions to Help you Gauge Your Employee Engagement

By: Kizzy Misa

As an organization one of the most important factors to consider when looking at employee retention is employee engagement. Employee...
Conversations with Clients: Joe Benevides, Plus Relocation

November 19, 2021

Conversations with Clients: Joe Benevides, Plus Relocation

By: COPC Inc. Certification Team

“They really dug in, understood the drivers of our business, understood how our processes work and applied their standards and...
Optimizing Pandemic Contact Center Outsourcing Relationships

November 5, 2021

Optimizing Pandemic Contact Center Outsourcing Relationships

By: Jay Wolcott

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing...
Conversations with Clients:  Kyla Starks, Transcom

October 22, 2021

Conversations with Clients: Kyla Starks, Transcom

By: COPC Inc. Certification Team

“You absolutely have to go with COPC Inc. The experiences are tried and true. The results are there… You have...
3 Best Practices for Emerging Outsourcing Priorities

October 13, 2021

3 Best Practices for Emerging Outsourcing Priorities

By: Jay Wolcott

This blog entry was written in conjunction with our Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The...
Creating Purposeful Multichannel Service Journeys

August 23, 2021

Creating Purposeful Multichannel Service Journeys

By: Kyle Kennedy

Now more than ever, consumers are embarking on multichannel journeys to resolve a single customer care issue. While multichannel journeys...
COPC Inc. Announces Release 7.0 of the COPC Customer Experience (CX) Standard

August 5, 2021

COPC Inc. Announces Release 7.0 of the COPC Customer Experience (CX) Standard

By: Karen Colvin

New release includes new and updated best practices to help organizations improve the customer experience and increase revenue while lowering...
COPC Inc. Supports FBC Asia Pacific with Employee Engagement Services

July 23, 2021

COPC Inc. Supports FBC Asia Pacific with Employee Engagement Services

By: Kizzy Misa

FBC Asia Pacific (FBC) prides itself on creating a healthy work environment for employees while delivering quick and world-class service....
COPC Inc. Celebrates the 5,000<sup>th</sup> Student to Complete Training in EMEA

July 8, 2021

COPC Inc. Celebrates the 5,000th Student to Complete Training in EMEA

By: Kevin Campbell

COPC Inc. continues to deliver value to contact centers and customer experience industries by maintaining strong programs that give our...
3 Vital Insights to Crack the Customer Experience Code

June 16, 2021

3 Vital Insights to Crack the Customer Experience Code

By: Rick Zayas

Companies are missing the mark on creating a cohesive customer experience, a conclusion revealed in the Customer Experience Management Benchmark...
The Top 3 Vendor Management Priorities Explained

June 10, 2021

The Top 3 Vendor Management Priorities Explained

By: Kyle Kennedy

From pivoting on pay-for-performance metrics and decreasing their real estate footprints to designing new cost structures and doing site reviews...
Vattenfall Netherlands & COPC Inc. – Ten Years of Improving the Customer Experience and Operational Efficiency

April 26, 2021

Vattenfall Netherlands & COPC Inc. – Ten Years of Improving the Customer Experience and Operational Efficiency

By: Kevin Campbell

“The initial COPC Inc. certification was the glue, the factor in bringing it all together. It brought a better understanding...
Know These 4 Customer Experience Benchmarks to Succeed in 2021

March 31, 2021

Know These 4 Customer Experience Benchmarks to Succeed in 2021

By: Rick Zayas

Companies looking to improve customer satisfaction in today’s pandemic-impacted environment should pay close attention to key CX trends learned from...
COPC Inc. Announces Approved Technology Provider Program – Unique opportunity for companies to showcase CX capabilities

March 3, 2021

COPC Inc. Announces Approved Technology Provider Program – Unique opportunity for companies to showcase CX capabilities

By: Karen Colvin

WINTER PARK, Fla. — (March 3, 2021) — COPC Inc., a global consulting, certification, research and training firm that has...
Banking and Customer Loyalty: Understanding the Relationship with Self Service Technology

January 22, 2021

Banking and Customer Loyalty: Understanding the Relationship with Self Service Technology

By: Ian Aitchison

Customer loyalty for banks means big business. How banks handle their customer service journeys plays a big part in driving...
Do you understand the value of resolving a call?

August 31, 2020

Do you understand the value of resolving a call?

By: Ian Aitchison

Quantifying call resolutions is a huge advantage for Contact Centers. Our Asia Pacific CEO, Ian Aitchison, recently had an article...
Conversations with Clients:<br>Byron J. Fernandez, TDCX

June 4, 2020

Conversations with Clients:
Byron J. Fernandez, TDCX

By: Shreekant Vijaykar

“We need to focus more on the issues that trouble us in these remote working times and innovate with technology...
Improving the Effectiveness of Your Rapid Response

April 27, 2020

Improving the Effectiveness of Your Rapid Response

By: Kyle Kennedy

We’ve all had to adjust to a new reality in recent weeks — a reality that affects our economy and...
Sunshine Financial Service<br>Committed to Excellence

April 20, 2020

Sunshine Financial Service
Committed to Excellence

By: Rachel Cui

In late March 2020, Shandong Sunshine Financial Service Information Technology Co., Ltd. launched its bid to become the first business...