Category: Customer Experience

The COPC Blog

Three Types of Contact Center Data for  Business Intelligence 

August 1, 2022

Three Types of Contact Center Data for Business Intelligence 

By: Kathleen Jezierski

Your call center is one of the best windows into the customer experience. Customers gift your company bits of information...
Designing Self-Service for Customer Success

July 25, 2022

Designing Self-Service for Customer Success

By: Teal Benson

Often, organizations design self-service from a cost savings perspective and do not fully consider whether they are improving resolution and...
Express International Inc. Invests in Employees to Elevate Customer Service

April 19, 2022

Express International Inc. Invests in Employees to Elevate Customer Service

By: Karen Colvin

WINTER PARK, Fla. April 15, 2022— COPC Inc. commends the effort of Express International Inc. to improve customer service. Twenty...
SBI Card, Customer Services Division, Achieves COPC Inc. Process Certification

April 7, 2022

SBI Card, Customer Services Division, Achieves COPC Inc. Process Certification

By: Karen Colvin

GURGAON, India. — (April 7, 2022) —COPC Inc. is pleased to announce that SBI Card has met the COPC Inc....
Leveraging AI-driven Software to Boost CX Quality

April 1, 2022

Leveraging AI-driven Software to Boost CX Quality

By: Teal Benson

There is an adage in machine learning, garbage in, garbage out. Customer experience management platforms like Nexcom’s RevealCX Boost ¹ offer...
Customer Experience: Observations from the Field

March 4, 2022

Customer Experience: Observations from the Field

By: Judi Brenstein

Customer Experience: Observations From The Field  A few topics have continued to come up in conversations, so I thought I...
Seven Ways To Ensure Your Customers Actually Use Your Self-Service System

February 18, 2022

Seven Ways To Ensure Your Customers Actually Use Your Self-Service System

By: Cyndy Edwards

Your customers expect a convenient path to issue resolution, especially when it comes to customer service. A seamless and straightforward...
COPC Inc.’s Global Benchmarking Series, 2022 

February 11, 2022

COPC Inc.’s Global Benchmarking Series, 2022 

By: Ali Gradert

High quality information is one of the most important areas that contributes to an organization’s success. High quality information supports...
Best Practices for Recruiting, Hiring and Training

January 21, 2022

Best Practices for Recruiting, Hiring and Training

By: Kyle Kennedy

Part 2 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training In our first posting regarding...
Creating Purposeful Multichannel Service Journeys

August 23, 2021

Creating Purposeful Multichannel Service Journeys

By: Kyle Kennedy

Now more than ever, consumers are embarking on multichannel journeys to resolve a single customer care issue. While multichannel journeys...
COPC Inc. Announces Release 7.0 of the COPC Customer Experience (CX) Standard

August 5, 2021

COPC Inc. Announces Release 7.0 of the COPC Customer Experience (CX) Standard

By: Karen Colvin

New release includes new and updated best practices to help organizations improve the customer experience and increase revenue while lowering...
Vattenfall Netherlands & COPC Inc. – Ten Years of Improving the Customer Experience and Operational Efficiency

April 26, 2021

Vattenfall Netherlands & COPC Inc. – Ten Years of Improving the Customer Experience and Operational Efficiency

By: Kevin Campbell

“The initial COPC Inc. certification was the glue, the factor in bringing it all together. It brought a better understanding...
COPC Inc. Announces Virtualization of Consulting, Training, Certification and VMO Services

March 24, 2020

COPC Inc. Announces Virtualization of Consulting, Training, Certification and VMO Services

By: Karen Colvin

WINTER PARK, Fla.— (March 24, 2020) — COPC Inc., a global consulting firm that helps companies improve operations to optimize...
COPC Inc. China User Group Annual Meeting

December 9, 2019

COPC Inc. China User Group Annual Meeting

By: Dorothy Cheng

On November 8, 2019, the COPC China User Group Meeting was successfully held in Shanghai. The meeting was hosted by...
Conversations with Clients:<br>Du Duo, Shouqi Limousine & Chauffeur

November 13, 2019

Conversations with Clients:
Du Duo, Shouqi Limousine & Chauffeur

By: Rachel Cui

“It is a great honor for Shouqi Limousine & Chauffeur to be certified to the COPC Customer Experience Standard. Our...
Conversations with Clients:<br>Ding Yi (Allen), Ant Financial, Part 2

September 9, 2019

Conversations with Clients:
Ding Yi (Allen), Ant Financial, Part 2

By: Rachel Cui

“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment...
Conversations with Clients:<br>Ding Yi (Allen), Ant Financial, Part I

September 5, 2019

Conversations with Clients:
Ding Yi (Allen), Ant Financial, Part I

By: Rachel Cui

COPC Inc. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence...
Now Available – Release 6.1 of the COPC CX Standard for Vendor Management Organizations

August 22, 2019

Now Available – Release 6.1 of the COPC CX Standard for Vendor Management Organizations

By: Karen Colvin

WINTER PARK, Fla.— (Aug. 22, 2019) — COPC Inc., a global consulting, certification and training firm that helps companies improve...
COPC Inc. Shanghai Client Seminar a Huge Success

June 11, 2019

COPC Inc. Shanghai Client Seminar a Huge Success

By: Dorothy Cheng

The second stop of the 2019 COPC Inc. seminar series in China brought us to Shanghai. This seminar took place...
Why Complexity Is Killing Your Customer Experience

June 6, 2019

Why Complexity Is Killing Your Customer Experience

By: Ian Aitchison

It is often said, the simple things in life are often the best. The reason that statement has held true...
CX Stories:  United Airlines Creates a Better Connection

May 16, 2019

CX Stories: United Airlines Creates a Better Connection

By: Cyndy Edwards

As a COPC Inc. consultant, I spend a lot of time on the road and up in the air visiting...
CX Stories: Marriott Knocks One Out of the Park

October 8, 2018

CX Stories: Marriott Knocks One Out of the Park

By: James Cammareri

This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer...
Announcing the Release of the 2018 CXMB Series Consumer Edition

September 25, 2018

Announcing the Release of the 2018 CXMB Series Consumer Edition

By: Kyle Kennedy

The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer...
COPC Inc. Partners with Quest Learning in Malaysia to Offer Customer Experience Management Training

August 9, 2018

COPC Inc. Partners with Quest Learning in Malaysia to Offer Customer Experience Management Training

By: Karen Colvin

Reduced Pricing Available for Malaysian Companies Through the HRDF Fund SINGAPORE and KUALA LUMPUR, Malaysia — (9 August 2018) —...
Three Orange Affiliates Earn Certification to the COPC Customer Experience Standard

July 30, 2018

Three Orange Affiliates Earn Certification to the COPC Customer Experience Standard

By: Karen Colvin

A new step in delivering an unmatchable experience for Orange customers Winter Park, Fla / Paris, France, 30 July 2018...
Ask the Experts Blog Series: Implementing Change Management

July 17, 2018

Ask the Experts Blog Series: Implementing Change Management

By: Judi Brenstein

In our periodic blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in...
COPC Inc. and Execs In The Know Publish Customer Experience Research for Financial Services

May 22, 2018

COPC Inc. and Execs In The Know Publish Customer Experience Research for Financial Services

By: Karen Colvin

Nearly 57% of surveyed customers reported moving some or all of their business as a result of a poor customer care...
Key Findings from New Research Report — CXMB Industry Insights:  Financial Services

May 22, 2018

Key Findings from New Research Report — CXMB Industry Insights: Financial Services

By: Kyle Kennedy

  COPC Inc. and research partners Execs In The Know, in collaboration with volume sponsor VXI, are pleased to announce...
Three Questions To Ask Yourself To Understand What Customers Really Want

May 16, 2018

Three Questions To Ask Yourself To Understand What Customers Really Want

By: Jim Von Seggern

“What do our customers really want?” It’s an essential question, yet few brands invest enough time and energy investigating the...
CX Stories:  Amazon, When Business Gets Personal

May 3, 2018

CX Stories: Amazon, When Business Gets Personal

By: Deb Scholz

This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer...
Emphasizing Customer-Focused Metrics in Non-Voice Channels

April 6, 2018

Emphasizing Customer-Focused Metrics in Non-Voice Channels

By: Ian Aitchison

For several years now, the use and importance of non-voice support channels has continued to grow. Channels like chat, social...
Execs In The Know & COPC Inc. Publish 2017 Corporate Edition in Customer Experience Management Benchmark Series

April 3, 2018

Execs In The Know & COPC Inc. Publish 2017 Corporate Edition in Customer Experience Management Benchmark Series

By: Karen Colvin

Findings show that only about one-third of respondents felt their company offered support in all the channels their customers want...
The 2017 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series Available Now!

April 3, 2018

The 2017 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series Available Now!

By: Kyle Kennedy

Early March brought the release of the 11th volume of the CXMB Series, titled The CX Journey: Strategic and Operational...