COPC CUSTOMER EXPERIENCE (CX) STANDARD
The Standard for
High-Performance CX
A results-driven system for managing contact centers, BPOs and CX operations—ensuring consistent, exceptional service at scale
Built for Today's CX Challenges—Explore Key Updates at a Glance
A Formula For Success
The objective of the COPC CX Standard, regardless of organizational size or customer journey complexity, is to maximize customer experience and revenue while reducing costs.
Measurable Improvements
Get measurable improvements in customer satisfaction, operational efficiency, and cost-effectiveness.
Organizations using the COPC CX Standard report 2-5X ROI within the first year!
Proven
Proven metrics and methodologies for designing, evaluating and managing multichannel CX operations
Structured
Structured approach to continuous improvement across all contact channels
Comprehensive
Comprehensive framework that integrates CX strategy, operations, people and technology
Refined
Created and continually refined by a select group of CX leaders from major global brands
Client Spotlight
This multinational telecommunications company has leveraged the COPC CX Standard combined with COPC Certification for over 10 years across its sites and contact channels.
Four Pillars of the COPC CX Standard
Organizations that adopt the COPC CX Standard benefit from actionable, detailed approaches in four key areas that drive quantifiable and lasting results. Expert-led training, implementation assistance and certification accelerates performance improvement and organization-wide adoption.
Leadership
Sustain high-performance objectives with a strategic roadmap that ensures accountability and progress at every level.
Processes
Enhance key customer journeys with a streamlined workflow supported by best practices and CX technology.
People
Prepare and inspire staff to meet performance goals and exceed customer expectations.
Performance
Consistently provide outstanding service quality across every touchpoint through clear measurable goals.
Choose The COPC CX Standard That's Right For You
Begin your journey to CX Transformation today!
Contact Centers
The CX Standard for Contact Centers is designed specifically for BPOs and internal contact centers. This framework combines proven operational processes, precise metrics, journey-based technology design, and high-performance standards.
Customer Operations
The CX Standard for Customer Operations is tailored to customer operations and internal contact centers. This framework concentrates on key processes and technology that drive impactful business and customer results.
Vendor Management
The CX Standard for VMOs seamlessly adapts to BPO partnerships, ensuring vendor relationships support exceptional customer service operations. This framework sets clear expectations and empowers external partners to meet performance standards.
Explore COPC Certification
A guided certification process that leads you from assessment to achievement, positioning your business to standout in CX excellence.
Learn from Experts
Join over 30,000 CX leaders who have had remarkable results by implementing best practices with expert guidance.