March 11, 2024
Leader’s Guide to Call Center Retention
February 15, 2024
COPC Standards Committee Update: AI in Focus
January 15, 2024
Onboarding Best Practices: Reducing Attrition in the First 90 Days
January 9, 2024
Mastercard Leads the Charge in Customer Experience
November 29, 2023
6 Ways to Translate Company Values into Employee Engagement
November 15, 2023
Call Center Attrition: Avoid the Dilemma of First-Day Ghosting
November 14, 2023
The Role of Company Culture in Employee Engagement
October 26, 2023
GenAI, LLMs and AI Assistants: A Deep Dive into Customer Experience Technology
October 24, 2023
The Science Behind Customer Satisfaction (CSAT) Improvement: Finding the Key Drivers
October 16, 2023
Navigating Generational Differences in the Workplace
September 21, 2023
Contact Center Coaching to Improve Customer Satisfaction (CSAT)
September 11, 2023
A Foundation for Exceptional Digital Self-Service Design
September 11, 2023
Using Channel Strategy to Influence Customer Satisfaction
July 20, 2023
Service Level – Are You Measuring it the Wrong Way?
June 9, 2023
Using a Balanced Scorecard for Performance Management
June 9, 2023
The Growing Role of Artificial Intelligence in the Customer Experience Industry
May 23, 2023
Contact Center Team Leaders: The Key To Engaged and Motivated Employees
May 19, 2023
Choosing Between CSAT, NPS or CES: Why it Does Not Matter
April 28, 2023
COPC Standards Committee Meeting: Artificial Intelligence and Customer Experience
April 19, 2023
Creating a Balanced Scorecard: What to Consider
February 6, 2023
Benefits of a Balanced Scorecard for Performance Management
January 23, 2023
Three Lean Six Sigma Process Improvement Insights
January 13, 2023
Training and Development as an Employee Retention Strategy
January 10, 2023
GUEST POST: Skyrocket the Customer Experience and Mitigate Financial Risk
December 7, 2022
Best Practices for Recruiting, Hiring and Training that Lead to Higher Retention
December 1, 2022
November COPC Standards Committee Meeting
November 18, 2022
GUEST POST: Talkdesk’s Market Feedback Aligns with COPC Inc. Employee Engagement Research
October 31, 2022
Developing a Strategic Vendor Management Framework
October 28, 2022
GUEST POST: Employee Engagement Research & Knowledge Management Software
October 25, 2022
GUEST POST: Keeping Employees Engaged and Empowered
October 24, 2022
GUEST POST: Recruitment and Staff Strategy as an Employment Engagement Initiative
September 2, 2022
Employee Engagement and Retention: Consider This
August 16, 2022