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COPC Inc. Celebrates 20 Years of Helping Companies Improve Operational Performance and Transform the Customer Experience

COPC Inc. Celebrates 20 Years of Helping Companies Improve Operational Performance and Transform the Customer Experience thumbnail Image

Written By:

Karen Colvin

March 21, 2016

Winter Park, Fla. —(March 21, 2016)—COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience (CX), is celebrating 20 years of providing consulting, training, and certification services to companies focused on delivering an exceptional experience to their customers.

COPC Inc. was founded in 1996, with the creation of the COPC Customer Service Provider (CSP) Standard, a performance management system for customer contact operations. Using this Standard, the company began by offering certification services for contact centers, with the goal of raising the entire industry to a higher level of performance.

Today COPC Inc. has grown to a global consulting organization that applies best practices to all key touchpoints across the customer journey. With an extensive presence throughout North America, Latin America, Europe, Middle East, Africa, and Asia, the company works with major brands to improve customer satisfaction, increase revenue, and reduce costs in their CX operations.

COPC Inc. works with both internal and outsourced CX service providers and offers a specialized program for vendor management organizations (VMOs) to help them more effectively procure and manage third-party suppliers of CX services.

See a timeline of COPC Inc.’s growth and expansion.

“Due to the hard work and dedication of our entire team, COPC has become a trusted advisor to hundreds of organizations throughout the world to optimize their CX programs. Our clients know they can rely on us to meet customers’ ever-changing expectations. As our clients have grown and evolved, we too have evolved our services to meet their needs. We are grateful for all of our clients worldwide and look forward to continuing our work with them to help create customers for life,” said Cliff Moore, co-founder of COPC Inc.

COPC Inc. Achievements:

  • Broadened our service offerings beyond certification of call centers to include performance improvement consulting for all channels that support the customer experience
  • Expanded our global management training program to classes in five languages, all regions, and more than 20,000 participants; extensive online training options; and multiple client-site training courses
  • Worked with clients in more than 70 countries to improve their CX operations
  • Developed six major updates to the COPC CX Standard and expanded the version options to include both buyers of CX services, VMOs, and health care organizations

A key component to the success and expansion of COPC Inc. has been the ongoing evolution of the COPC Customer Experience (CX) Standard (formerly known as the COPC CSP Standard). The Standard continues to serve as the underlying foundation of all COPC work. The COPC CX Standard is currently in its sixth major release and is available free for download.

The COPC CX Standard is managed by the COPC® Standards Committee, a group of global industry leaders that currently includes representatives from American Coradius International, Apple, Cable & Wireless Panama, Caisses Desjardins, Harte Hanks, Hitachi Systems Ltd., Johnson & Johnson, Microsoft, Sea Bags Inc., T-Mobile and Teleperformance.

Comments from COPC Standards Committee Members and Clients:

“We have worked with COPC and the Standards Committee since the development of the first Standard, and also have worked closely with them in the creation of the VMO Standard. Over the past 20 years we have used COPC to certify our vendor management organization, rationalize our footprint, improve our internal operations, and train hundreds of our staff.  We value our partnership with COPC and look forward to working together for many more years to come,” said Mike Simms, Chief Procurement Officer, Microsoft.

“COPC has been a valued partner in not just our certification efforts, but they also bring a wealth of experience to our operations. We have engaged with COPC for many services including certification, consulting and training. I personally rely on them for advice on worldwide trends in the industry and how to bring best practices into the sites that I manage,” said, D. Keith Callahan, Global Chief Delivery Officer at the Minacs Group.

“It has been a privilege to work with COPC both on the development and ongoing evolution of the Standard. I’ve applied the principles of the COPC Standard to help elevate L.L.Bean’s legendary customer service, and now I’m using it with my own company, Sea Bags. COPC’s commitment to improving the customer experience is unlike any other,” said Don Oakes, CEO, Sea Bags.

To discuss how COPC Inc. can help you to improve your CX operations, please contact COPC Inc. sales.

 

About COPC Inc.

COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys. With a focus on driving improvement, the company provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by developing the COPC CSP Standard and helping call centers increase their operational performance. Today the company works with hundreds of leading brands worldwide to optimize all key customer touchpoints and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, Florida, U.S., and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. To learn more about COPC Inc., visit www.copc.com.

 

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Lezli Harrell
lharrell@copc.com
512-431-4481