Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. It can also be an opportunity to boost the Net Promoter Score (NPS). …
Read More
There is an adage in machine learning, garbage in, garbage out. Customer experience management platforms like Nexcom’s RevealCX Boost ¹ offer innovative ways of efficiently collecting data. The vast potential of…
Your call center is one of the best windows into the customer experience. Customers gift your company bits of information with every interaction. When your call center gathers and analyzes...
Read More
Part 2 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training In our first posting regarding call center best practices for recruiting, hiring and training, we...
Read More
Part 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training To improve performance and provide a superior customer experience, call centers often focus on the...
Read More
We’ve all had to adjust to a new reality in recent weeks — a reality that affects our economy and businesses on a daily basis. Companies have responded by changing…
A business issue involving your call center has been affecting your organization for months. Maybe you have a growing company but lagging sales, increased operational costs or poor customer satisfaction….
In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions…
It is often said, the simple things in life are often the best. The reason that statement has held true for a long period of time is simply because the…
COPC Inc.’s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries including financial services, technology, utilities, outsourcing and many others. COPC…
We are pleased to announce Release 6.1 of the COPC Customer Experience Standard is now available for the Customer Service Provider (CSP) and Outsource Service Provider (OSP) versions. This new…
The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del…
In our periodic blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience (CX) operations, vendor management organizations, and procurement. In…
In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations…
Use your call center quality program to gain deeper CX insights and drive positive change For some time now, many organizations have marched under banners with words like “Customer First,”…
COPC Inc. introduces a new blog series called Ask the Experts. This will be a quarterly series where we ask COPC Inc. experts questions about specific areas for improving operational performance in…
This article was originally published in the October issue of APAC CIO Outlook. For many businesses, setting up a call centre is a big decision. While many know what they want...
Read More
I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center, to be an interesting one because it discusses some of the changes in our industry that are...
Read More
This is the fifth and final post in a special blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.” With each post in the...
Read More
