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COPC Inc. Announces Virtualization of Consulting, Training, Certification and VMO Services

COPC Inc. Announces Virtualization of Consulting, Training, Certification and VMO Services thumbnail Image

Written By:

Karen Colvin

March 24, 2020

WINTER PARK, Fla.— (March 24, 2020) — COPC Inc., a global consulting firm that helps companies improve operations to optimize the customer experience, announces the immediate virtualization of consulting, training, certification and Vendor Management Organization (VMO) services.

In light of current events surrounding COVID-19, many in the business community are taking drastic measures to ensure continuity and quality of services in the face of unprecedented restrictions. By assisting clients in more than 70 countries, COPC Inc. has a global understanding of the monumental and complex challenges companies are scrambling to overcome. Accordingly, almost all of COPC Inc.’s portfolio of training, consulting and certification services has been transformed for virtual delivery.

Customer Experience Consulting Services
COPC Inc. customer experience (CX) consulting services are designed around a simple set of goals — to help clients achieve a level of high-performance within their CX operations, while reducing cost and increasing revenue. By virtualizing CX consulting services, COPC Inc. helps facilitate ongoing improvements with less interruption and uncertainty due to travel restrictions and other concerns. COPC Inc. CX consulting services consistently drive highly desired outcomes, typically resulting in reduced operating costs and increased customer satisfaction and loyalty. 

  • Service Journey Thinking and service journey workshops
  • Measuring and managing the customer experience
  • Customer experience surveys design and execution
  • Performance improvement strategy and implementation

Customer Experience Training
COPC Inc.’s CX training courses are now available virtually, reducing costs associated with travel and lodging. Course participants receive the same level of high-quality content and instructor attention as they would receive in an in-person class, but now from the convenience of their own home or office. COPC Inc. virtual training courses are offered in five languages and provide students with live interactions, including one-on-ones with instructors, as well as group discussions and case work.

  • COPC® Best Practices for Customer Experience Operations
  • COPC® Best Practices for Vendor Management Organizations
  • COPC® Lean Six Sigma for Contact Centers
  • COPC® High Performance Management Techniques (HPMT)
  • COPC® Data Analysis for Contact Centers

Certification Services
Certification to the COPC Customer Experience Standard is one of the most prestigious recognitions in the industry — an indication of a company’s commitment to best practices and continuous improvement. Virtualization of the certification process allows companies to remain compliant to the COPC CX Standard with less reliance on schedule availability, travel and site visits.

  • Baseline assessment (with some onsite support)
  • Structured support and training
  • Certification and recertification audits

Vendor Management Organization Services
COPC Inc. has been advising VMOs since 2002, helping clients maximize the value they gain from their outsourced service providers (OSPs). COPC Inc.’s virtualized VMO services provides clients with greater agility in managing OSPs, reducing lead time and delays on critical projects and implementations.

  • Contract Review
  • Strategic Sourcing
  • Vendor Improvement
  • VMO Design

Helping Brands Rapidly Adopt a Work-At-Home Model
Along with adapting existing services to a virtual environment, COPC Inc. is also committed to helping companies rapidly pivot customer experience operations to a Work-At-Home model. For organizations new to the Work-At-Home model, COPC Inc. provides unparalleled guidance, including support for the design, deployment and ongoing management of new programs. COPC Inc. also provides services for companies with a pre-existing Work-At-Home program, such as comprehensive review and performance optimization plans. By offering these services, COPC Inc. aims to ensure a rapid, smooth transition for clients as they shift their operations homeward, minimizing any disruption in services to end-users.

 “We are currently in the trenches with our clients as they manage unprecedented change on incredibly short notice,” said Kyle Kennedy, Chief Operations Officer at COPC Inc. “We are confident that the shift toward virtualization is not only necessary but will provide many in the industry with much needed resources as they navigate fundamental change, and a speedy return to ‘business as usual.’”

About COPC Inc.
COPC Inc. provides consulting, training, certification and the RevealCX™ software solution for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management and procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations for the delivery of a superior service journey. COPC Inc. is headquartered in Winter Park, FL, U.S. with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.


Wes Weaver