For several years now, the use and importance of non-voice support channels has continued to grow. Channels like chat, social media and SMS/text are accelerating their move to the forefront….
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Now Available: The 2017 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series
Apr 03, 2018 |Early March brought the release of the 11th volume of the CXMB Series, titled The CX Journey: Strategic and Operational Insights. This 76-page report extends trendlines from previous CXMB Series…
Do you know about Nest? The company was formed in 2010 by a couple of former Apple engineers. Today, Nest is on the leading edge of home automation technology, specializing…
Announcing the Release of the Executive Summary for the 2017 CXMB Series Corporate Edition Report
Feb 08, 2018 |The 2017 Customer Experience Management Benchmark (CXMB) Series Corporate Edition report is nearly complete and ready for its release on March 12, 2018, at Customer Response Summit Charleston, hosted by…
Ask the Experts Blog Series: Artificial Intelligence in the Contact Center with Kathleen Jezierski and Ian Aitchison
Jan 31, 2018 |In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations…
Book Notes is a periodic blog feature where COPC Inc. employees share their notes on books, particularly those of interest to professionals working within the customer experience industry. In…
Use your call center quality program to gain deeper CX insights and drive positive change For some time now, many organizations have marched under banners with words like “Customer First,”…
I spend a lot of time and money in The Home Depot. They always make me feel welcome. I frequent two different Home Depot stores in my home state of…
In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations…
Part Four of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Oct 27, 2017 |Part Four: Have we identified the gaps and taken corrective action? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they are…
Part Three of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Oct 26, 2017 |Part Three: How well are we executing on what we currently provide? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they…
Part Two of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Oct 25, 2017 |Part Two: What channels do our customers want, and what capabilities do they expect? It’s not uncommon for companies to find themselves wondering if they are offering the right channels,…
Part One of a Four-Part Series: Taking a Customer-Centric Approach to Channel Strategy
Oct 23, 2017 |Part One: What channels do we offer, and what are our customers using? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why…
Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations, was recently released during the Execs…
Everyone knows providing a customer with a great experience increases the chances of repeat business, improved brand opinion and, hopefully, brand loyalty and advocacy. But what is the impact when…
The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. In anticipation of publication of the full report,…
COPC Inc. introduces a new blog series called Ask the Experts. This will be a quarterly series where we ask COPC Inc. experts questions about specific areas for improving operational performance in…
A new research report titled Customer Experience Management Benchmark (CXMB) Industry Insights: Retail was recently published by COPC Inc. and Execs In The Know, with sponsorship support from Gladly Inc. Topics include…
Featured Event: May 22-25, 2017 CX17, Indianapolis, IN Kathleen Jezierski, chief operating officer, COPC Inc., will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions, networking events,…
The Value of Listening: How feedback can be an opportunity to bring brand image to life
May 01, 2017 |A recent article on Inc.com highlighted a truth that we at COPC Inc. have been promoting since our beginning — companies can always get better at delivering on their brand…
Featured Event: May 22-25, 2017 CX17, Indianapolis, IN Kathleen Jezierski, chief operating officer, COPC Inc., will be speaking at CX17, a Genesys-sponsored event that includes four days keynotes, breakouts sessions,…
New Customer Experience Survey Reveals Many Opportunities for Corporate Program Improvements
Mar 28, 2017 |The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. The 86-page…
Listen to Ian Aitchison, CEO, Asia Pacific, discuss how COPC Inc. helps companies in Australia make better decisions about their customer experience operations. Ian was interviewed by Alan Kohler for…
Featured Event: February 6 – 8, 2017 Customer Response Summit Las Vegas COPC Inc. will be participating at the the Customer Response Summit, an exclusive three-day event for customer experience executives hosted…
Is an Omnichannel Environment Truly Attainable? COPC Inc. Recommends that Issue Resolution Should Instead be a Company’s Primary Focus “Customers expect to receive service on the channel of their choice,…
Execs In The Know and COPC Inc. have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB survey…
Learn about the Customer Experience in Travel and Hospitality COPC Inc. and Execs In The Know have teamed up to produce CXMB Industry Insights, a new line of industry-focused consumer…
Industry-Specific Research Part of Larger CXMB Series TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE AND CUSTOMER LOYALTY Full Travel & Hospitality Report Now Available!...
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According to the latest edition of the CXMB Consumer Survey COPC Inc. and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series...
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This article was originally published in the October issue of APAC CIO Outlook. For many businesses, setting up a call centre is a big decision. While many know what they want...
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Your call center is one of the best windows into the customer experience. Customers gift your company bits of information with every interaction. When your call center gathers and analyzes...
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Summary of Consumer Research Now Available New Questions, New Trends in the Customer Experience The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new...
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Featured Event: September 15, Fairfield, CT COPC Inc. will be hosting a Customer Journey Mapping Workshop – From Theory to Reality. In this information-packed, four-hour workshop, Paul Shuga, Vice President,…
I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center, to be an interesting one because it discusses some of the changes in our industry that are...
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Posting 2 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training In our first posting regarding call center best practices for recruiting, hiring and training, we...
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Posting 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training To improve performance and provide a superior customer experience, call centers often focus on the...
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This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Judi Brenstein, vice president, COPC Inc….
Today’s consumer expects a consistent and exceptional customer experience. In fact, earning and keeping their business often depends upon it. Recent research from the COPC Inc. CX Survey Series clearly demonstrates the...
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The Customer Experience: Where Brand Promise and Operations Intersect Recently I had the privilege of leading a discussion with executives from leading brands at the recent Customer Experience Exchange Retail...
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This is the fifth and final post in a special blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.” With each post in the...
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CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience COPC Inc. recently presented at the 2016 CXMB Workshops in San Diego and Toronto, organized by Execs…
The Business of Customer Experience Operations Hi, I’m Judi Brenstein, vice president, client solutions, COPC Inc. I get the opportunity to travel the country and speak with industry leaders in...
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This is the fourth post in our blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.” With each post in the series, we will examine...
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This global events calendar provides you an overview of where you can find COPC Inc. at customer experience events throughout the world. The calendar will be regularly updated with new events...
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This is the third post in our blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.” With each post in the series, we will…
Quality Series: Score Output Metrics and Use Sub-Attributes to Capture Reasons for Errors
Mar 25, 2016 |This is the second post in a special blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.” With each post in the series, we...
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I once listened to a Disney executive presenting at a conference about the importance of customer experience. He told the audience a story about how a little kid had left...
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COPC Inc. Blog Series: Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction Is your customer satisfaction (CSAT) not improving despite your best efforts? Does your company...
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Today’s customer fully embraces technology and expects companies to do the same. This is especially true when it comes to providing customer service. Customers are still calling into the contact...
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This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Scott Flewelling, vice president, COPC...
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Today we are announcing exciting news. We have just published Release 6.0 of the COPC Customer Service Provider (CSP) Standard. In addition, we also are announcing that the Standard will be...
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As we begin a new year, there is no shortage of predictions of the trends that will affect the customer experience. Many of these predictions focus on the technology that...
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New Survey Reveals Disconnect in Perception About Meeting Expectations.
A significant gap remains between corporate perception in meeting expectations and what consumers actually think. In 2015, companies surveyed said that 79% of the time they generally met the needs and expectations of their customers. Only 33% of consumers answered the same.
This is the first article in an occasional series of stories told by COPC Inc. employees about their own positive customer experience. This story is from Kathleen Jezierski, president and...
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There is a great story in the December issue of CRM magazine about social media as a viable customer care support channel. The story, written by Senior News Editor Leonard...
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COPC Inc. Partners with Execs In The Know to Examine the Multichannel Customer Experience
Jan 03, 2016 |COPC Inc. is partnering with Execs In The Know, a global network of customer management professionals, to conduct the fourth annual Customer Experience Benchmarking (CXMB) Series. Working together, we are...
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We are glad you found us. COPC Inc. is a global leader that provides consulting, training and certification for operations that support the customer experience. Since 1996, we have helped...
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