Category: Consulting

The COPC Blog

Generative AI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology

October 26, 2023

Generative AI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology

By: Teal Benson

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer...
The Science Behind Customer Satisfaction (CSAT) Improvement: Finding the Key Drivers 

October 24, 2023

The Science Behind Customer Satisfaction (CSAT) Improvement: Finding the Key Drivers 

By: Teal Benson

In last month’s article, we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time...
Contact Center Coaching to Improve Customer Satisfaction (CSAT) 

September 21, 2023

Contact Center Coaching to Improve Customer Satisfaction (CSAT) 

By: Teal Benson

In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies...
<strong>Benefits of a Balanced Scorecard for Performance Management</strong> 

February 6, 2023

Benefits of a Balanced Scorecard for Performance Management 

By: Teal Benson

Balanced scorecards provide a holistic view of an organization’s site, program, department, team or employee performance. Rather than analyzing individual...
Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 

August 16, 2022

Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 

By: Teal Benson

Quality assurance (QA) can predict customer satisfaction (CSAT), providing actionable data that leads to significant and sustained improvements....
Where Brand Promise and Operations Intersect

June 2, 2016

Where Brand Promise and Operations Intersect

By: Kathleen Jezierski

The Customer Experience: Where Brand Promise and Operations Intersect Recently I had the privilege of leading a discussion with executives...
Welcome to the COPC Inc. Blog!

January 1, 2016

Welcome to the COPC Inc. Blog!

By: Kyle Kennedy

We are glad you found us. COPC Inc. is a global leader that provides consulting, training and certification for operations...