The COPC Blog
March 28, 2024
Using a Balanced Scorecard for Performance Management
March 28, 2024
Creating a Balanced Scorecard: What to Consider
March 28, 2024
Benefits of a Balanced Scorecard for Performance Management
October 24, 2023
The Science Behind Customer Satisfaction (CSAT) Improvement: Finding the Key Drivers
September 21, 2023
Contact Center Coaching to Improve Customer Satisfaction (CSAT)
May 19, 2023
Choosing Between CSAT, NPS or CES: Why it Does Not Matter
January 23, 2023
Three Lean Six Sigma Process Improvement Insights
March 4, 2022
Customer Experience: Observations from the Field
November 19, 2021
Conversations with Clients: Joe Benevides, Plus Relocation
March 31, 2021
Know These 4 Customer Experience Benchmarks to Succeed in 2021
August 31, 2020
Do you understand the value of resolving a call?
April 27, 2020
Improving the Effectiveness of Your Rapid Response
July 5, 2019
Batting for the Middle Order
April 6, 2018
Emphasizing Customer-Focused Metrics in Non-Voice Channels
April 19, 2016
Quality Series: Focus on Systemic Issues Impacting Performance
March 25, 2016