The COPC Blog

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...
The Role of Company Culture in Employee Engagement 

November 2, 2022

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...
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...
RevealCX Achieves Platinum Partner in COPC Inc.’s ATP Program

September 29, 2022

RevealCX Achieves Platinum Partner in COPC Inc.’s ATP Program

By: Teal Benson

WINTER PARK, Fla., Sept. 26, 2022— COPC Inc. is pleased to announce that it has once again approved Nexcom’s RevealCX as...
COPC Inc. Announces Employee Engagement Research Series

September 26, 2022

COPC Inc. Announces Employee Engagement Research Series

By: Teal Benson

Global Insights for Integrating Employee and Customer Experience Strategies WINTER PARK, Fla., Sept. 26, 2022— COPC Inc., a global customer...
Saudi Arabia’s First COPC Inc. Certified BPO: ccc by stc 

September 19, 2022

Saudi Arabia’s First COPC Inc. Certified BPO: ccc by stc 

By: Teal Benson

WINTER PARK, Fla., Sept. 19, 2022— COPC Inc. is pleased to announce that ccc by stc has met the COPC...
CCMG & COPC Inc. Partner to Propel South Africa’s Contact Centre Industry Development  

September 8, 2022

CCMG & COPC Inc. Partner to Propel South Africa’s Contact Centre Industry Development  

By: Teal Benson

WINTER PARK, Fla., Sept. 8, 2022– COPC Inc. is pleased to announce a new partnership with the Contact Centre Management Group...
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,...
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: Teal Benson

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...
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...
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...