The COPC Blog
August 1, 2022
Three Types of Contact Center Data for Business Intelligence
Your call center is one of the best windows into the customer experience. Customers gift your company bits of information...
July 25, 2022
Designing Self-Service for Customer Success
Often, organizations design self-service from a cost savings perspective and do not fully consider whether they are improving resolution and...
April 19, 2022
Express International Inc. Invests in Employees to Elevate Customer Service
WINTER PARK, Fla. April 15, 2022— COPC Inc. commends the effort of Express International Inc. to improve customer service. Twenty...
April 7, 2022
SBI Card, Customer Services Division, Achieves COPC Inc. Process Certification
GURGAON, India. — (April 7, 2022) —COPC Inc. is pleased to announce that SBI Card has met the COPC Inc....
April 1, 2022
Leveraging AI-driven Software to Boost CX Quality
There is an adage in machine learning, garbage in, garbage out. Customer experience management platforms like Nexcom’s RevealCX Boost ¹ offer...
March 4, 2022
Customer Experience: Observations from the Field
Customer Experience: Observations From The Field A few topics have continued to come up in conversations, so I thought I...
February 18, 2022
Seven Ways To Ensure Your Customers Actually Use Your Self-Service System
Your customers expect a convenient path to issue resolution, especially when it comes to customer service. A seamless and straightforward...
February 11, 2022
COPC Inc.’s Global Benchmarking Series, 2022
High quality information is one of the most important areas that contributes to an organization’s success. High quality information supports...
January 21, 2022
Best Practices for Recruiting, Hiring and Training
Part 2 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training In our first posting regarding...
August 23, 2021
Creating Purposeful Multichannel Service Journeys
Now more than ever, consumers are embarking on multichannel journeys to resolve a single customer care issue. While multichannel journeys...
August 5, 2021
COPC Inc. Announces Release 7.0 of the COPC Customer Experience (CX) Standard
New release includes new and updated best practices to help organizations improve the customer experience and increase revenue while lowering...
April 26, 2021
Vattenfall Netherlands & COPC Inc. – Ten Years of Improving the Customer Experience and Operational Efficiency
“The initial COPC Inc. certification was the glue, the factor in bringing it all together. It brought a better understanding...
March 24, 2020
COPC Inc. Announces Virtualization of Consulting, Training, Certification and VMO Services
WINTER PARK, Fla.— (March 24, 2020) — COPC Inc., a global consulting firm that helps companies improve operations to optimize...
December 9, 2019
COPC Inc. China User Group Annual Meeting
On November 8, 2019, the COPC China User Group Meeting was successfully held in Shanghai. The meeting was hosted by...
November 13, 2019
Conversations with Clients:
Du Duo, Shouqi Limousine & Chauffeur
“It is a great honor for Shouqi Limousine & Chauffeur to be certified to the COPC Customer Experience Standard. Our...
September 9, 2019
Conversations with Clients:
Ding Yi (Allen), Ant Financial, Part 2
“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment...
September 5, 2019
Conversations with Clients:
Ding Yi (Allen), Ant Financial, Part I
COPC Inc. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence...
August 22, 2019
Now Available – Release 6.1 of the COPC CX Standard for Vendor Management Organizations
WINTER PARK, Fla.— (Aug. 22, 2019) — COPC Inc., a global consulting, certification and training firm that helps companies improve...
June 11, 2019
COPC Inc. Shanghai Client Seminar a Huge Success
The second stop of the 2019 COPC Inc. seminar series in China brought us to Shanghai. This seminar took place...
June 6, 2019
Why Complexity Is Killing Your Customer Experience
It is often said, the simple things in life are often the best. The reason that statement has held true...
May 16, 2019
CX Stories: United Airlines Creates a Better Connection
As a COPC Inc. consultant, I spend a lot of time on the road and up in the air visiting...
October 8, 2018
CX Stories: Marriott Knocks One Out of the Park
This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer...
September 25, 2018
Announcing the Release of the 2018 CXMB Series Consumer Edition
The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer...
August 9, 2018
COPC Inc. Partners with Quest Learning in Malaysia to Offer Customer Experience Management Training
Reduced Pricing Available for Malaysian Companies Through the HRDF Fund SINGAPORE and KUALA LUMPUR, Malaysia — (9 August 2018) —...
July 30, 2018
Three Orange Affiliates Earn Certification to the COPC Customer Experience Standard
A new step in delivering an unmatchable experience for Orange customers Winter Park, Fla / Paris, France, 30 July 2018...
July 17, 2018
Ask the Experts Blog Series: Implementing Change Management
In our periodic blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in...
May 22, 2018
COPC Inc. and Execs In The Know Publish Customer Experience Research for Financial Services
Nearly 57% of surveyed customers reported moving some or all of their business as a result of a poor customer care...
May 22, 2018
Key Findings from New Research Report — CXMB Industry Insights: Financial Services
COPC Inc. and research partners Execs In The Know, in collaboration with volume sponsor VXI, are pleased to announce...
May 16, 2018
Three Questions To Ask Yourself To Understand What Customers Really Want
“What do our customers really want?” It’s an essential question, yet few brands invest enough time and energy investigating the...
May 3, 2018
CX Stories: Amazon, When Business Gets Personal
This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer...
April 6, 2018
Emphasizing Customer-Focused Metrics in Non-Voice Channels
For several years now, the use and importance of non-voice support channels has continued to grow. Channels like chat, social...
April 3, 2018
Execs In The Know & COPC Inc. Publish 2017 Corporate Edition in Customer Experience Management Benchmark Series
Findings show that only about one-third of respondents felt their company offered support in all the channels their customers want...
April 3, 2018
The 2017 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series Available Now!
Early March brought the release of the 11th volume of the CXMB Series, titled The CX Journey: Strategic and Operational...