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December 7, 2022
Best Practices for Recruiting, Hiring and Training that Lead to Higher Retention
Part 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training To improve performance and provide...
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....
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...
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...
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...
July 8, 2021
COPC Inc. Celebrates the 5,000th Student to Complete Training in EMEA
COPC Inc. continues to deliver value to contact centers and customer experience industries by maintaining strong programs that give our...
January 22, 2021
Banking and Customer Loyalty: Understanding the Relationship with Self Service Technology
Customer loyalty for banks means big business. How banks handle their customer service journeys plays a big part in driving...
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 21, 2019
Focusing on Service Journeys
The never-ending quest for customer resolution and satisfaction is an issue that affects every industry. It is more prevalent for...
June 20, 2019
The Role of Chatbots Within the Service Journey
In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range...
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...
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
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
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...
February 14, 2018
CX Stories: Nest Customer Care — Definitely Not for the Birds
Do you know about Nest? The company was formed in 2010 by a couple of former Apple engineers. Today, Nest...
February 8, 2018
Announcing the Release of the Executive Summary for the 2017 CXMB Series Corporate Edition Report
The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on...
December 29, 2017
Ensure an Accurate View of the Customer Experience Through Your Quality Program
Use your call center quality program to gain deeper CX insights and drive positive change For some time now, many...
December 22, 2017
CX Stories: Feeling Right at Home at The Home Depot
I spend a lot of time and money in The Home Depot. They always make me feel welcome. I frequent...
October 27, 2017
Part Four of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Part Four: Have we identified the gaps and taken corrective action? It’s not uncommon for companies to find themselves wondering...
October 26, 2017
Part Three of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Part Three: How well are we executing on what we currently provide? It’s not uncommon for companies to find themselves...
October 25, 2017
Part Two of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Part Two: What channels do our customers want, and what capabilities do they expect? It’s not uncommon for companies to...
October 23, 2017
Part One of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Part One: What channels do we offer, and what are our customers using? It’s not uncommon for companies to find...
October 10, 2017
The Latest In CX-Related Consumer Research, Available Now!
Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice:...
August 29, 2017
CX Stories: School Schedules, Running Shoes, Wizardry and Exceptional Customer Care
Everyone knows providing a customer with a great experience increases the chances of repeat business, improved brand opinion and, hopefully,...