Category: Performance Improvement

The COPC Blog

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....
Conversations with Clients: Joe Benevides, Plus Relocation

November 19, 2021

Conversations with Clients: Joe Benevides, Plus Relocation

By: COPC Inc. Certification Team

“They really dug in, understood the drivers of our business, understood how our processes work and applied their standards and...
Know These 4 Customer Experience Benchmarks to Succeed in 2021

March 31, 2021

Know These 4 Customer Experience Benchmarks to Succeed in 2021

By: Rick Zayas

Companies looking to improve customer satisfaction in today’s pandemic-impacted environment should pay close attention to key CX trends learned from...
Improving the Effectiveness of Your Rapid Response

April 27, 2020

Improving the Effectiveness of Your Rapid Response

By: Kyle Kennedy

We’ve all had to adjust to a new reality in recent weeks — a reality that affects our economy and...
Conversations with Clients:<br>Gladys Labradores, Conduent Philippines

October 1, 2019

Conversations with Clients:
Gladys Labradores, Conduent Philippines

By: Shreekant Vijaykar

This past August, Shreekant Vijaykar, director for Asia Operations for COPC Inc., had an opportunity to sit with Gladys Labradores,...
Batting for the Middle Order

July 5, 2019

Batting for the Middle Order

By: Shreekant Vijaykar

Very often, we see that the performance management in a team or an organization at large is done by management...