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 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...
March 4, 2022
Customer Experience: Observations from the Field
Customer Experience: Observations From The Field A few topics have continued to come up in conversations, so I thought I...
February 18, 2022
Seven Ways To Ensure Your Customers Actually Use Your Self-Service System
Your customers expect a convenient path to issue resolution, especially when it comes to customer service. A seamless and straightforward...
February 11, 2022
COPC Inc.’s Global Benchmarking Series, 2022
High quality information is one of the most important areas that contributes to an organization’s success. High quality information supports...
January 21, 2022
Best Practices for Recruiting, Hiring and Training
Part 2 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training In our first posting regarding...
January 14, 2022
Best Practices for Recruiting, Hiring and Training
Part 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training To improve performance and provide...
December 17, 2021
Why Your 2022 Human Resources Plan Needs to Include Mental Health
The mental health impact of COVID-19 cannot be underestimated. During the initial phase of the pandemic, mental health concerns became...
November 19, 2021
Conversations with Clients: Joe Benevides, Plus Relocation
“They really dug in, understood the drivers of our business, understood how our processes work and applied their standards and...
November 5, 2021
Optimizing Pandemic Contact Center Outsourcing Relationships
As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing...
October 22, 2021
Conversations with Clients: Kyla Starks, Transcom
“You absolutely have to go with COPC Inc. The experiences are tried and true. The results are there… You have...
October 13, 2021
3 Best Practices for Emerging Outsourcing Priorities
This blog entry was written in conjunction with our Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The...
August 23, 2021
Creating Purposeful Multichannel Service Journeys
Now more than ever, consumers are embarking on multichannel journeys to resolve a single customer care issue. While multichannel journeys...
August 5, 2021
COPC Inc. Announces Release 7.0 of the COPC Customer Experience (CX) Standard
New release includes new and updated best practices to help organizations improve the customer experience and increase revenue while lowering...
July 23, 2021
COPC Inc. Supports FBC Asia Pacific with Employee Engagement Services
FBC Asia Pacific (FBC) prides itself on creating a healthy work environment for employees while delivering quick and world-class service....
July 8, 2021
COPC Inc. Celebrates the 5,000th Student to Complete Training in EMEA
COPC Inc. continues to deliver value to contact centers and customer experience industries by maintaining strong programs that give our...
June 16, 2021
3 Vital Insights to Crack the Customer Experience Code
Companies are missing the mark on creating a cohesive customer experience, a conclusion revealed in the Customer Experience Management Benchmark...
June 10, 2021
The Top 3 Vendor Management Priorities Explained
From pivoting on pay-for-performance metrics and decreasing their real estate footprints to designing new cost structures and doing site reviews...
April 26, 2021
Vattenfall Netherlands & COPC Inc. – Ten Years of Improving the Customer Experience and Operational Efficiency
“The initial COPC Inc. certification was the glue, the factor in bringing it all together. It brought a better understanding...
March 31, 2021
Know These 4 Customer Experience Benchmarks to Succeed in 2021
Companies looking to improve customer satisfaction in today’s pandemic-impacted environment should pay close attention to key CX trends learned from...
March 3, 2021
COPC Inc. Announces Approved Technology Provider Program – Unique opportunity for companies to showcase CX capabilities
WINTER PARK, Fla. — (March 3, 2021) — COPC Inc., a global consulting, certification, research and training firm that has...
January 22, 2021
Banking and Customer Loyalty: Understanding the Relationship with Self Service Technology
Customer loyalty for banks means big business. How banks handle their customer service journeys plays a big part in driving...