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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...
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...
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...
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...
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 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 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...
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...
April 27, 2020
Improving the Effectiveness of Your Rapid Response
We’ve all had to adjust to a new reality in recent weeks — a reality that affects our economy and...
March 24, 2020
COPC Inc. Announces Virtualization of Consulting, Training, Certification and VMO Services
WINTER PARK, Fla.— (March 24, 2020) — COPC Inc., a global consulting firm that helps companies improve operations to optimize...
June 20, 2019
The Role of Chatbots Within the Service Journey
In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range...
June 6, 2019
Why Complexity Is Killing Your Customer Experience
It is often said, the simple things in life are often the best. The reason that statement has held true...
May 2, 2019
COPC Inc. Welcomes Clients to Beijing for China’s First Seminar in 2019 Series
COPC Inc.’s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries...
January 21, 2019
COPC Inc. Publishes Release 6.1 of the COPC Customer Experience Standard
We are pleased to announce Release 6.1 of the COPC Customer Experience Standard is now available for the Customer Service...
September 25, 2018
Announcing the Release of the 2018 CXMB Series Consumer Edition
The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer...
August 9, 2018
COPC Inc. Partners with Quest Learning in Malaysia to Offer Customer Experience Management Training
Reduced Pricing Available for Malaysian Companies Through the HRDF Fund SINGAPORE and KUALA LUMPUR, Malaysia — (9 August 2018) —...
July 30, 2018
Three Orange Affiliates Earn Certification to the COPC Customer Experience Standard
A new step in delivering an unmatchable experience for Orange customers Winter Park, Fla / Paris, France, 30 July 2018...
July 17, 2018
Ask the Experts Blog Series: Implementing Change Management
In our periodic blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in...
February 28, 2018
COPC Inc. Announces Its 2018 Global Public Training Calendar for Customer Experience Management Professionals
Expands Customer Journey Mapping Certification Class to New Markets Worldwide Winter Park, Fla.—(Feb 28, 2018)— COPC Inc., a global consulting...
January 31, 2018
Ask the Experts Blog Series: Artificial Intelligence in the Contact Center with Kathleen Jezierski and Ian Aitchison
In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational...
December 29, 2017
Ensure an Accurate View of the Customer Experience Through Your Quality Program
Use your call center quality program to gain deeper CX insights and drive positive change For some time now, many...
July 5, 2017
Ask the Experts Blog Series: Recruiting, Hiring and Training for CX Operations
COPC Inc. introduces a new blog series called Ask the Experts. This will be a quarterly series where we ask COPC Inc....
October 18, 2016
Call Centre Technologies
This article was originally published in the October issue of APAC CIO Outlook. For many businesses, setting up a call centre...
August 4, 2016
Inbound and Outbound Converge in the New Contact Center
I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center, to be an interesting one because...
May 25, 2016
Quality Series: Expand the Quality Process to Capture Business Intelligence
This is the fifth and final post in a special blog series called, “Five Changes to Your Quality Program That...