Category: Customer Satisfaction

The COPC Blog

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....
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...
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...
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...
Best Practices for Recruiting, Hiring and Training

January 14, 2022

Best Practices for Recruiting, Hiring and Training

By: Kyle Kennedy

Part 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training To improve performance and provide...
COPC Inc. Celebrates the 5,000<sup>th</sup> Student to Complete Training in EMEA

July 8, 2021

COPC Inc. Celebrates the 5,000th Student to Complete Training in EMEA

By: Kevin Campbell

COPC Inc. continues to deliver value to contact centers and customer experience industries by maintaining strong programs that give our...
Banking and Customer Loyalty: Understanding the Relationship with Self Service Technology

January 22, 2021

Banking and Customer Loyalty: Understanding the Relationship with Self Service Technology

By: Ian Aitchison

Customer loyalty for banks means big business. How banks handle their customer service journeys plays a big part in driving...
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...
Focusing on Service Journeys

August 21, 2019

Focusing on Service Journeys

By: Ian Aitchison

The never-ending quest for customer resolution and satisfaction is an issue that affects every industry.  It is more prevalent for...
The Role of Chatbots Within the Service Journey

June 20, 2019

The Role of Chatbots Within the Service Journey

By: Ian Aitchison

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range...
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...
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...
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...
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...
CX Stories: Nest Customer Care — Definitely Not for the Birds

February 14, 2018

CX Stories: Nest Customer Care — Definitely Not for the Birds

By: Jim Von Seggern

Do you know about Nest? The company was formed in 2010 by a couple of former Apple engineers. Today, Nest...
Announcing the Release of the Executive Summary for the 2017 CXMB Series Corporate Edition Report

February 8, 2018

Announcing the Release of the Executive Summary for the 2017 CXMB Series Corporate Edition Report

By: Jim Von Seggern

The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on...
Ensure an Accurate View of the Customer Experience Through Your Quality Program

December 29, 2017

Ensure an Accurate View of the Customer Experience Through Your Quality Program

By: Lezli Harrell

Use your call center quality program to gain deeper CX insights and drive positive change For some time now, many...
CX Stories: Feeling Right at Home at The Home Depot

December 22, 2017

CX Stories: Feeling Right at Home at The Home Depot

By: Judi Brenstein

I spend a lot of time and money in The Home Depot. They always make me feel welcome. I frequent...
Part Four of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

October 27, 2017

Part Four of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

By: Judi Brenstein

Part Four: Have we identified the gaps and taken corrective action? It’s not uncommon for companies to find themselves wondering...
Part Three of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

October 26, 2017

Part Three of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

By: Judi Brenstein

Part Three: How well are we executing on what we currently provide? It’s not uncommon for companies to find themselves...
Part Two of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

October 25, 2017

Part Two of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

By: Judi Brenstein

Part Two: What channels do our customers want, and what capabilities do they expect? It’s not uncommon for companies to...
Part One of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

October 23, 2017

Part One of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy

By: Judi Brenstein

Part One: What channels do we offer, and what are our customers using? It’s not uncommon for companies to find...
The Latest In CX-Related Consumer Research, Available Now!

October 10, 2017

The Latest In CX-Related Consumer Research, Available Now!

By: Jim Von Seggern

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice:...
CX Stories: School Schedules, Running Shoes, Wizardry and Exceptional Customer Care

August 29, 2017

CX Stories: School Schedules, Running Shoes, Wizardry and Exceptional Customer Care

By: Jim Von Seggern

Everyone knows providing a customer with a great experience increases the chances of repeat business, improved brand opinion and, hopefully,...