The COPC Blog
Refine Your Search
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...
July 20, 2023
Service Level – Are You Measuring it the Wrong Way?
Service level is one of the most important metrics for a contact center to measure and manage and has been...
June 9, 2023
Using a Balanced Scorecard for Performance Management
If you’ve been following along, you already know the incredible value that a balanced scorecard brings to performance management. In...
May 19, 2023
Choosing Between CSAT, NPS or CES: Why it Does Not Matter
— Alex Boland | Director of ANZ Operations at COPC Inc. Organizations often dedicate substantial time and effort debating whether...
April 19, 2023
Creating a Balanced Scorecard: What to Consider
Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management....
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....
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...
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...