March 11, 2024
Leader’s Guide to Call Center Retention
February 15, 2024
COPC Standards Committee Update: AI in Focus
January 15, 2024
Onboarding Best Practices: Reducing Attrition in the First 90 Days
January 9, 2024
Mastercard Leads the Charge in Customer Experience
November 29, 2023
6 Ways to Translate Company Values into Employee Engagement
November 15, 2023
Call Center Attrition: Avoid the Dilemma of First-Day Ghosting
November 14, 2023
The Role of Company Culture in Employee Engagement
October 24, 2023
The Science Behind Customer Satisfaction (CSAT) Improvement: Finding the Key Drivers
October 16, 2023
Navigating Generational Differences in the Workplace
September 21, 2023
Why Coaching to CSAT Scores Fails: The Statistics Every Contact Center Leader Should Know
September 11, 2023
A Foundation for Exceptional Digital Self-Service Design
September 11, 2023
Using Channel Strategy to Influence Customer Satisfaction
May 19, 2023
Choosing Between CSAT, NPS or CES: Why it Does Not Matter
April 28, 2023
COPC Standards Committee Meeting: Artificial Intelligence and Customer Experience
January 23, 2023
Three Lean Six Sigma Process Improvement Insights
January 10, 2023
GUEST POST: Skyrocket the Customer Experience and Mitigate Financial Risk
December 7, 2022
Best Practices for Recruiting, Hiring and Training that Lead to Higher Retention
December 1, 2022
November COPC Standards Committee Meeting
November 18, 2022
GUEST POST: Talkdesk’s Market Feedback Aligns with COPC Inc. Employee Engagement Research
October 28, 2022
GUEST POST: Employee Engagement Research & Knowledge Management Software
October 25, 2022
GUEST POST: Keeping Employees Engaged and Empowered
October 24, 2022
GUEST POST: Recruitment and Staff Strategy as an Employment Engagement Initiative
August 1, 2022
Three Types of Contact Center Data for Business Intelligence
May 31, 2022
The Role of Research on CX Operations & Best Practices
April 1, 2022
Leveraging AI-driven Customer Experience Management Software to Boost CX Quality
March 11, 2022
The Great Reinvention
March 4, 2022
Customer Experience: Observations from the Field
February 11, 2022
COPC Inc.’s Global Benchmarking Series, 2022
January 21, 2022
Best Practices for Recruiting, Hiring and Training
December 17, 2021
Why Your 2022 Human Resources Plan Needs to Include Mental Health
November 19, 2021
Conversations with Clients: Joe Benevides, Plus Relocation
October 22, 2021
Conversations with Clients: Kyla Starks, Transcom
October 13, 2021