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Now Available – Release 6.2 of the COPC Customer Experience Standard

Now Available – Release 6.2 of the COPC Customer Experience Standard thumbnail Image

Written By:

Karen Colvin

January 15, 2020

WINTER PARK, Fla.— (Jan. 15, 2020) — COPC Inc., a global consulting, certification and training firm that helps companies improve operations to transform the customer experience, announces the immediate availability of Release 6.2 of the COPC Customer Experience (CX) Standard. The COPC CX Standard is a comprehensive performance management system that provides practitioners with guidelines and best practices for managing and improving the performance of their customer experience operations.

Designed to Improve Customer Contact Operations Across Channels

First developed in 1996, the COPC CX Standard is the industry’s most well-known and respected Standard for call center and customer experience operations, and it has been used by thousands of companies throughout the world.  Since its release, the Standard has continued to evolve to address the changing needs of a dynamic industry, including those of emerging channels such as mobile, social media and digital assisted solutions that span across a variety of channels.

What’s New in Release 6.2 of the COPC CX Standard:

  • Introduction of Service Journeys to Process Design and Process Control requirements to ensure that an end-to-end view is taken
  • Refocusing the gathering of customer information to ensure that it generates insights into Service Journeys
  • Content Management has been enhanced to incorporate more best practices

“We are excited about what these latest enhancements to the COPC CX Standard will mean for the industry,” said Kyle Kennedy, Chief Operations Officer at COPC Inc. “These changes will undoubtedly result in a closer examination of the service journey, inevitably resulting in an improved end-to-end journey for customers.”

Release 6.2 of the COPC CX Standard includes updated versions for both the Customer Service Providers (CSPs) and Outsource Service Providers (OSPs) editions, as well as updated guides. An updated version of the COPC CX Standard for Vendor Management Organizations (VMOs) is also forthcoming, and will arrive later this year, along with multiple translated versions of the various editions.

Download and Implement Release 6.2 for a More Comprehensive Approach

The COPC CX Standard has been carefully crafted to enhance the consumer service journey by improving ease and speed of service, while also improving the accuracy of the information provided to customers. At the same time, the COPC CX Standard increases revenue and lowers cost by driving efficiencies, leading to greater profitability for the wider organization. Since its initial release, many of the world’s most successful brands have deployed the management practices contained within the COPC CX Standard, resulting in transformed, highly consistent customer experiences that are uniformly carried out across all channels.

Like all COPC Standards, Release 6.2 of the COPC CX Standard is available now, at no cost. COPC Inc. encourages practitioners of the COPC CX Standard, as well as any organization interested in improving the service journey experience, to download this latest release. By doing so, leaders of customer experience operations can be assured that they are incorporating the latest best practice methodologies for improving the customer experience. Organizations can obtain Release 6.2 of the COPC CX Standard and associated guides by visiting the COPC Standards page of the COPC Inc. website.

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.


Jim Von Seggern