Category: Call Center

The COPC Blog

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...
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...
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...
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...
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...
Best Practices for Recruiting, Hiring and Training

January 14, 2022

Best Practices for Recruiting, Hiring and Training

By: Kyle Kennedy

Part 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training To improve performance and provide...
Improving the Effectiveness of Your Rapid Response

April 27, 2020

Improving the Effectiveness of Your Rapid Response

By: Kyle Kennedy

We’ve all had to adjust to a new reality in recent weeks — a reality that affects our economy and...
COPC Inc. Announces Virtualization of Consulting, Training, Certification and VMO Services

March 24, 2020

COPC Inc. Announces Virtualization of Consulting, Training, Certification and VMO Services

By: Karen Colvin

WINTER PARK, Fla.— (March 24, 2020) — COPC Inc., a global consulting firm that helps companies improve operations to optimize...
Three Insights About the Lean Six Sigma Process to Ensure Success with Your Performance Improvement Project

June 26, 2019

Three Insights About the Lean Six Sigma Process to Ensure Success with Your Performance Improvement Project

By: Rick Zayas

A business issue involving your call center has been affecting your organization for months. Maybe you have a growing company...
The Role of Chatbots Within the Service Journey

June 20, 2019

The Role of Chatbots Within the Service Journey

By: Ian Aitchison

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range...
Why Complexity Is Killing Your Customer Experience

June 6, 2019

Why Complexity Is Killing Your Customer Experience

By: Ian Aitchison

It is often said, the simple things in life are often the best. The reason that statement has held true...
COPC Inc. Welcomes Clients to Beijing for China’s First Seminar in 2019 Series

May 2, 2019

COPC Inc. Welcomes Clients to Beijing for China’s First Seminar in 2019 Series

By: Dorothy Cheng

COPC Inc.’s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries...
COPC Inc. Publishes Release 6.1 of the COPC Customer Experience Standard

January 21, 2019

COPC Inc. Publishes Release 6.1 of the COPC Customer Experience Standard

By: Kyle Kennedy

We are pleased to announce Release 6.1 of the COPC Customer Experience Standard is now available for the Customer Service...
Announcing the Release of the 2018 CXMB Series Consumer Edition

September 25, 2018

Announcing the Release of the 2018 CXMB Series Consumer Edition

By: Kyle Kennedy

The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer...
COPC Inc. Partners with Quest Learning in Malaysia to Offer Customer Experience Management Training

August 9, 2018

COPC Inc. Partners with Quest Learning in Malaysia to Offer Customer Experience Management Training

By: Karen Colvin

Reduced Pricing Available for Malaysian Companies Through the HRDF Fund SINGAPORE and KUALA LUMPUR, Malaysia — (9 August 2018) —...
Three Orange Affiliates Earn Certification to the COPC Customer Experience Standard

July 30, 2018

Three Orange Affiliates Earn Certification to the COPC Customer Experience Standard

By: Karen Colvin

A new step in delivering an unmatchable experience for Orange customers Winter Park, Fla / Paris, France, 30 July 2018...
Ask the Experts Blog Series: Implementing Change Management

July 17, 2018

Ask the Experts Blog Series: Implementing Change Management

By: Judi Brenstein

In our periodic blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in...
COPC Inc. Announces Its 2018 Global Public Training Calendar for Customer Experience Management Professionals

February 28, 2018

COPC Inc. Announces Its 2018 Global Public Training Calendar for Customer Experience Management Professionals

By: Karen Colvin

Expands Customer Journey Mapping Certification Class to New Markets Worldwide Winter Park, Fla.—(Feb 28, 2018)— COPC Inc., a global consulting...
Ask the Experts Blog Series: Artificial Intelligence in the Contact Center with Kathleen Jezierski and Ian Aitchison

January 31, 2018

Ask the Experts Blog Series: Artificial Intelligence in the Contact Center with Kathleen Jezierski and Ian Aitchison

By: Jim Von Seggern

In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational...
Ensure an Accurate View of the Customer Experience Through Your Quality Program

December 29, 2017

Ensure an Accurate View of the Customer Experience Through Your Quality Program

By: Lezli Harrell

Use your call center quality program to gain deeper CX insights and drive positive change For some time now, many...
Ask the Experts Blog Series: Recruiting, Hiring and Training for CX Operations

July 5, 2017

Ask the Experts Blog Series: Recruiting, Hiring and Training for CX Operations

By: Jim Von Seggern

COPC Inc. introduces a new blog series called Ask the Experts. This will be a quarterly series where we ask COPC Inc....
Call Centre Technologies

October 18, 2016

Call Centre Technologies

By: Ian Aitchison

This article was originally published in the October issue of APAC CIO Outlook.  For many businesses, setting up a call centre...
Inbound and Outbound Converge in the New Contact Center

August 4, 2016

Inbound and Outbound Converge in the New Contact Center

By: Scott Flewelling

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center, to be an interesting one because...
Quality Series: Expand the Quality Process to Capture Business Intelligence

May 25, 2016

Quality Series: Expand the Quality Process to Capture Business Intelligence

By: Lezli Harrell

This is the fifth and final post in a special blog series called, “Five Changes to Your Quality Program That...