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November 15, 2023
Call Center Attrition: Avoid the Dilemma of First-Day Ghosting
Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition...
November 14, 2023
The Role of Company Culture in Employee Engagement
Employee engagement has become a priority for many organizations’ broader strategies for driving long-term growth. It makes sense that focusing...
October 26, 2023
Generative AI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology
AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer...
October 24, 2023
The Science Behind Customer Satisfaction (CSAT) Improvement: Finding the Key Drivers
In last month’s article, we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time...
October 16, 2023
Navigating Generational Differences in the Workplace
During the Execs In The Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline...
September 21, 2023
Contact Center Coaching to Improve Customer Satisfaction (CSAT)
In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies...
September 11, 2023
A Foundation for Exceptional Digital Self-Service Design
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems...
September 11, 2023
Using Channel Strategy to Influence Customer Satisfaction
Getting your organization’s customer service channel strategy right can reduce operational costs and increase customer satisfaction. Customer support plays a...
July 20, 2023
Service Level – Are You Measuring it the Wrong Way?
Service level is one of the most important metrics for a contact center to measure and manage and has been...
June 9, 2023
Using a Balanced Scorecard for Performance Management
If you’ve been following along, you already know the incredible value that a balanced scorecard brings to performance management. In...
June 9, 2023
The Growing Role of Artificial Intelligence in the Customer Experience Industry
Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This...
May 23, 2023
Contact Center Team Leaders: The Key To Engaged and Motivated Employees
Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most...
May 19, 2023
Choosing Between CSAT, NPS or CES: Why it Does Not Matter
— Alex Boland | Director of ANZ Operations at COPC Inc. Organizations often dedicate substantial time and effort debating whether...
April 28, 2023
COPC Standards Committee Meeting: Artificial Intelligence and Customer Experience
COPC Inc. and the COPC Standards Committee, a group of global customer experience (CX) experts overseeing the evolution of the...
April 19, 2023
Creating a Balanced Scorecard: What to Consider
Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management....
February 6, 2023
Benefits of a Balanced Scorecard for Performance Management
Balanced scorecards provide a holistic view of an organization’s site, program, department, team or employee performance. Rather than analyzing individual...
January 23, 2023
Three Lean Six Sigma Process Improvement Insights
Lean Six Sigma is a process improvement philosophy focused on delivering greater value to customers, employees, and businesses. Lean methodologies...
January 13, 2023
Training and Development as an Employee Retention Strategy
Training and development functions exist in most contact center operations. Some organizations focus primarily on new hire training, while others...
January 10, 2023
GUEST POST: Skyrocket the Customer Experience and Mitigate Financial Risk
By Vicki Brackett – BPO Veteran, WFH pioneer and SVP of Partner Success, liveproWe all know employee perceptions of how...
December 23, 2022
6 Ways to Translate Company Values into Employee Engagement
High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall...
December 7, 2022
Best Practices for Recruiting, Hiring and Training that Lead to Higher Retention
Part 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training To improve performance and provide...
December 1, 2022
November COPC Standards Committee Meeting
The COPC Customer Experience (CX) Standard is a performance management system for CX operations, including contact centers, unassisted transactions, face-to-face...
November 18, 2022
GUEST POST: Talkdesk’s Market Feedback Aligns with COPC Inc. Employee Engagement Research
The Southeast Asia (SEA) Employee Engagement Research Report is timely as it provides an accurate view of the ever-changing contact center...
October 31, 2022
Developing a Strategic Vendor Management Framework
Transform Vendor Management into Partnership Success Your vendors are an extension of your brand. You entrust them with your most...
October 28, 2022
GUEST POST: Employee Engagement Research & Knowledge Management Software
The Australia Employee Engagement Research Report is timely as organisations are battling to secure talent in tight employment markets globally. ...
October 25, 2022
GUEST POST: Keeping Employees Engaged and Empowered
Many businesses in today’s climate find it tough to retain top talent. We think employee engagement and empowerment go a...
October 24, 2022
GUEST POST: Recruitment and Staff Strategy as an Employment Engagement Initiative
For Capability BPO, employee engagement starts from the moment we recruit new employees. COPC’s performance improvement framework, which utilizes all...
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 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....