The COPC Blog

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems...

Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. It can also...

Companies are missing the mark on creating a cohesive customer experience, a conclusion revealed in the Customer Experience Management Benchmark...

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range...

Part Four: Have we identified the gaps and taken corrective action? It’s not uncommon for companies to find themselves wondering...

Part Three: How well are we executing on what we currently provide? It’s not uncommon for companies to find themselves...

Part Two: What channels do our customers want, and what capabilities do they expect? It’s not uncommon for companies to...

Part One: What channels do we offer, and what are our customers using? It’s not uncommon for companies to find...