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October 26, 2023
Generative AI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology
AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer...
October 24, 2023
The Science Behind Customer Satisfaction (CSAT) Improvement: Finding the Key Drivers
In last month’s article, we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time...
September 21, 2023
Contact Center Coaching to Improve Customer Satisfaction (CSAT)
In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies...
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...
August 16, 2022
Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment
Quality assurance (QA) can predict customer satisfaction (CSAT), providing actionable data that leads to significant and sustained improvements....
June 2, 2016
Where Brand Promise and Operations Intersect
The Customer Experience: Where Brand Promise and Operations Intersect Recently I had the privilege of leading a discussion with executives...
January 1, 2016
Welcome to the COPC Inc. Blog!
We are glad you found us. COPC Inc. is a global leader that provides consulting, training and certification for operations...