Part 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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The mental health impact of COVID-19 cannot be underestimated. During the initial phase of the pandemic, mental health concerns became evident, and they continue to have long-term implications. Many organizations…
As an organization one of the most important factors to consider when looking at employee retention is employee engagement. Employee engagement goes beyond your employee’s happiness and instead looks at…
“They really dug in, understood the drivers of our business, understood how our processes work and applied their standards and concepts to our business in a very meaningful way.” …
As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive…
“You absolutely have to go with COPC Inc. The experiences are tried and true. The results are there… You have to do it.” – Kyla Starks, Senior Vice President of…
This blog entry was written in conjunction with our Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. 2020 was indeed a unique year…
Now more than ever, consumers are embarking on multichannel journeys to resolve a single customer care issue. While multichannel journeys are increasing, our most recent research conducted in partnership with…
FBC Asia Pacific (FBC) prides itself on creating a healthy work environment for employees while delivering quick and world-class service. Founded in 2019, the company has quickly grown to over…
COPC Inc. continues to deliver value to contact centers and customer experience industries by maintaining strong programs that give our customers actionable training, resulting in higher CSAT scores and reduced…
Companies are missing the mark on creating a cohesive customer experience, a conclusion revealed in the Customer Experience Management Benchmark (CXMB) Series 2020 Corporate and Consumer Editions. According to the...
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From pivoting on pay-for-performance metrics and decreasing their real estate footprints to designing new cost structures and doing site reviews virtually, vendor management organizations (VMO) are doing their best to...
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“The initial COPC Inc. certification was the glue, the factor in bringing it all together. It brought a better understanding of the responsibilities of each department in the overall performance….
Companies looking to improve customer satisfaction in today’s pandemic-impacted environment should pay close attention to key CX trends learned from 2020. As businesses continue to grapple with the many challenges…
Customer loyalty for banks means big business. How banks handle their customer service journeys plays a big part in driving that loyalty. Our CX Research team recently interviewed more than…
Quantifying call resolutions is a huge advantage for Contact Centers. Our Asia Pacific CEO, Ian Aitchison, recently had an article published in Customer Think discussing this topic and how call…
“We need to focus more on the issues that trouble us in these remote working times and innovate with technology to combat privacy concerns, quickly adapt and adopt platforms for…
We’ve all had to adjust to a new reality in recent weeks — a reality that affects our economy and businesses on a daily basis. Companies have responded by changing…
In late March 2020, Shandong Sunshine Financial Service Information Technology Co., Ltd. launched its bid to become the first business process outsourcer (BPO) enterprise in China to be certified to…
Social Distancing, Shutdowns and the Impact of COVID-19 on Our Industry. Contact workathome@copc.com for support in setting up your Work-At-Home operations. Introduction The COVID-19 crisis is impacting the contact centre…
On November 8, 2019, the COPC China User Group Meeting was successfully held in Shanghai. The meeting was hosted by Taiping Insurance as the rotating chairman. COPC China User Group…
“It is a great honor for Shouqi Limousine & Chauffeur to be certified to the COPC Customer Experience Standard. Our customer service centre provides services to both customers and drivers….
From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization…
This past August, Shreekant Vijaykar, director for Asia Operations for COPC Inc., had an opportunity to sit with Gladys Labradores, regional director for Conduent, in Manila, Philippines. Gladys is a…
“… the technology revolution (e.g., the cloud and AI) has made everything possible, and brought the opportunity for a re-establishment of industry standards.” — Ding Yi (Allen), Director of Customer…
COPC Inc. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. Being responsible for…
The never-ending quest for customer resolution and satisfaction is an issue that affects every industry. It is more prevalent for industries where there is a high touch-rate for customer interactions….
Very often, we see that the performance management in a team or an organization at large is done by management and leadership through what is called “Management by Objectives” (MBO)…
A business issue involving your call center has been affecting your organization for months. Maybe you have a growing company but lagging sales, increased operational costs or poor customer satisfaction….
In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions…
The second stop of the 2019 COPC Inc. seminar series in China brought us to Shanghai. This seminar took place on May 17 and was a great success with participants…
It is often said, the simple things in life are often the best. The reason that statement has held true for a long period of time is simply because the…
As a COPC Inc. consultant, I spend a lot of time on the road and up in the air visiting clients all over the world. Aside from the enjoyment I…
COPC Inc.’s first China client seminar of 2019 was held on April 12 in Beijing, attracting participants from various industries including financial services, technology, utilities, outsourcing and many others. COPC…
Despite the fact that virtually every organization in existence has an entire department dedicated to customer care, the global community of customer care leaders is a small and familiar group…
We are pleased to announce Release 6.1 of the COPC Customer Experience Standard is now available for the Customer Service Provider (CSP) and Outsource Service Provider (OSP) versions. This new…
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 James Cammareri, vice president, business…
The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del…
In our periodic blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience (CX) operations, vendor management organizations, and procurement. In…
COPC Inc. and research partners Execs In The Know, in collaboration with volume sponsor VXI, are pleased to announce the publication of CXMB Industry Insights: Financial Services. This report…
“What do our customers really want?” It’s an essential question, yet few brands invest enough time and energy investigating the answer. Instead, many customer experience teams make strategic decisions based…
Concentrix, a leading provider of customer engagement services with more than 450 client brands worldwide, recently became the world’s first company to achieve COPC certification across 20 sites. This accomplishment…
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 Deb Scholz, human resources coordinator,…
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….
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…
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…
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…
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: 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: 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: 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: 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,…
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,…
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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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 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. 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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