Category: Metrics

The COPC Blog

The Science Behind Customer Satisfaction (CSAT) Improvement: Finding the Key Drivers 

October 24, 2023

The Science Behind Customer Satisfaction (CSAT) Improvement: Finding the Key Drivers 

By: Teal Benson

In last month’s article, we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time...
Service Level – Are You Measuring it the Wrong Way?

July 20, 2023

Service Level – Are You Measuring it the Wrong Way?

By: Teal Benson

Service level is one of the most important metrics for a contact center to measure and manage and has been...
Using a Balanced Scorecard for Performance Management

June 9, 2023

Using a Balanced Scorecard for Performance Management

By: Teal Benson

If you’ve been following along, you already know the incredible value that a balanced scorecard brings to performance management. In...
Choosing Between CSAT, NPS or CES: Why it Does Not Matter  

May 19, 2023

Choosing Between CSAT, NPS or CES: Why it Does Not Matter  

By: Teal Benson

— Alex Boland | Director of ANZ Operations at COPC Inc. Organizations often dedicate substantial time and effort debating whether...
Creating a Balanced Scorecard: What to Consider

April 19, 2023

Creating a Balanced Scorecard: What to Consider

By: Teal Benson

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management....
<strong>Benefits of a Balanced Scorecard for Performance Management</strong> 

February 6, 2023

Benefits of a Balanced Scorecard for Performance Management 

By: Teal Benson

Balanced scorecards provide a holistic view of an organization’s site, program, department, team or employee performance. Rather than analyzing individual...
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....
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...
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...