COPC Inc. Webinar:
The Importance of Knowledge
Management in Contact Centers
May 5, 2022

Learn the importance of choosing the right partners along with specific tools that lead to CX success. Click here to view the webinar and expand your understanding of Knowledge Management in Contact Centers. Click here to read the full transcript.

COPC Inc. Webinar:
Global Benchmarking Series
Contact Center Outsourcing
April 26, 2022

Understand customer experience organizations’ objectives, the challenges they face and the programs in place to deliver a seamless experience when customers reach out for support. Click here to view the recorded webinar. Click here to view the transcript.

COPC Inc. Webinar:
Australian Banking Customer Survey
April 6, 2022

COPC Inc.’s Bridget Hewitt-Cartwright and Alex Boland provide an overview of the findings from the 2021 Australian Banking Customer Survey. Click here to view the recorded webinar. Click here to view the transcript.

COPC Inc. Webinar:
Global Benchmarking Series
Contact Center Technologies
March 22, 2022

Understand customer experience organizations’ objectives, the challenges they face and the programs in place to deliver a seamless experience when customers reach out for support. Click here to view the recorded webinar. Click here to view the transcript.
GBS February report

COPC Inc. Webinar:
Global Benchmarking Series
CX Understanding and Strategy
March 1, 2022

Understand customer experience organizations’ objectives, the challenges they face and the programs in place to deliver a seamless experience when customers reach out for support. Click here to view the recorded webinar. Click here to view the transcript.
GBS January Report

COPC Inc. Webinar:
The Impact of AI in
Contact Center Quality
February 24, 2022

Learn the impact of AI in contact center quality and how measuring the right things with your quality program will drive higher CSAT and profitability. Click to view the webinar or read the transcript.
The impact of AI in contact center quality slide

COPC Inc. Webinar:
Knowledge Management in
Contact Centers
November 11, 2021

Learn the importance of choosing the right partners along with specific tools that lead to CX success. Click here to view the webinar and expand your understanding of Knowledge Management in Contact Centers. Click here to read the full transcript.
COPC, Livepro webinar title slide

COPC Inc. Webinar:
Introducing COPC® Best Practices for Digital Assisted CX
June 16, 2021

Take a sneak peek at our newest course, COPC® Best Practices for Digital Assisted CX! Click here to learn the best practices and pitfalls for effective design, implementation, and operation of bots and related digital systems.
Image of the mars rover with text introducing COPC best practices digital.

COPC Inc. Webinar:
The State of the Vendor Management Organization
May 19, 2021

We spoke with leaders from Hilton and USAA about the latest vendor management research. Click here to request access to the webinar and learn the top priorities vendor management organizations should focus on in 2021.
Close up of lady shaking a hand with the title of: The state of the vendor management organization

COPC Inc. Webinar:
Quality & Customer Satisfaction
April 28, 2021

Calling all quality assurance (QA) managers and directors! Click here to learn five key quality processes that can improve customer satisfaction and positively impact the overall customer experience.
Teams working together for customer satisfaction

COPC Inc. Webinar:
Cracking the Code of the Customer Experience
April 21, 2021

View the webinar for real-life examples from CX leaders and the major brands they represent: Cox AutomotiveThumbtack, and Turo.
Business People Meeting Conference Discussion Corporate Concept

COPC Inc. Webinar:
Overview of the COPC CX Standard
April 7, 2021

Interested in learning more about the premier performance management system for contact centers? Click here to watch our webinar discussing the COPC CX Standard.
Administrator business man financial inspector and secretary making report, calculating or checking balance.

COPC Inc. Webinar:
CX Digitalization Strategy
March 17, 2021

We’ve teamed up with IV.AI to share expert guidance for developing a successful CX Digitalization Strategy. Click here to watch the webinar and to learn the key components and importance of a clear CX digital strategy.
CX DIGITALIZATION STRATEGY-cover

COPC Inc. Webinar:
BPCX Operations Training Preview
January 27, 2021

Want to manage a world class customer experience organization? Get a preview of what our BPCX Training is all about and what the course includes. Click here to watch the video.
Man looking at screen, with text that says: BPCX Operations course preview

COPC Inc. Webinar:
Recruiting and Hiring Practices that Work
December 2, 2020

Click here to learn how to properly define jobs and apply meaningful metrics in your human resources department.
A puzzle with the text saying "recruiting and hiring practices that work"

COPC Inc. Webinar:
Improving the Effectiveness of Chat
November 4, 2020

Learn the different implementations of chat and how to measure them. Click here to watch the video.
A person texting on their phone

COPC Inc. Webinar:
WFM: The Glue for Successful
(Work-At-Home) Operations
October 21, 2020

Click here to learn how WFM teams help strike the right balance between the needs of the customer, business and staff.
A customer service agent on the phone with a customer

COPC Inc. Webinar:
Quality Programs with High ROI – Part II
October 14, 2020

Watch the video here to learn how to use actionable data and effective tools for successful Quality Programs.
A man going over a chart

COPC Inc. Webinar:
CUIKA: How Reliable is Your Data?
October 7, 2020

Click here to learn how the CUIKA method (Collected, Usable, Integrity, Knowledgeable, Actions) can help verify the reliability and accuracy of data.
Two people going over graphs and charts

COPC Inc. Webinar:
Service Journey ThinkingSM
September 30, 2020

Learn how to link frontstage and backstage operational activities to identify performance gaps and enhance customer loyalty. Click here to watch the full video.
Two women using sticky notes to plan

COPC Inc. Webinar:
CX in Australian Banking
September 17, 2020

Watch the presentation here on the 5th Annual Australian Banking CX Survey with new findings on net promoter scores, channel usage, first contact resolutions and much more.
Graph showing the stock market

COPC Inc. Webinar:
Tackling Workforce Management
from the Top
August 19, 2020

A session for non-WFM people to learn how WFM impacts service, efficiency and customer experience. Click here to watch the full video.
A work team meeting discussion

COPC Inc. Webinar:
Driving Performance with the
COPC CX Standard for VMOs
August 5, 2020

Click here to learn best practices on how to build and optimize a Vendor Management Organization.
Team meeting with two men high fiving each other

COPC Inc. Webinar:
Best Practices for
Work-At-Home Operations
August 5, 2020

Click here to view the full video and learn how to maintain efficient Work-At-Home programs.
Man with headphones on looking at his computer with a book open

COPC Inc. Webinar:
Lean Six Sigma for CX Operations
July 22, 2020

Click here to learn how your organization can achieve and sustain operational excellence using the principles of Lean Six Sigma.

COPC Inc. Webinar:
Quality Programs with High ROI – Part I
July 15, 2020

Click here to watch our experts share practical approaches for transforming any QA program into a business intelligence powerhouse.

COPC Inc. Webinar:
Recruiting and Hiring That Works
July 8, 2020

Recruiting, hiring and training the right individuals has a profound impact on operational success.  Click here to view our presentation with best practices for an effective hiring process with meaningful metrics.

COPC Inc. Webinar:
Service Journey Thinking
June 24, 2020

Click here for the full presentation and learn our comprehensive approach to helping brands improve customer satisfaction and loyalty throughout the service journey.

COPC Inc. Webinar:
SOCAP
May 7, 2020

Click here to see the full presentation with insight and advice on the future of Work-At-Home programs.

COPC Inc. Webinar:
Global Benchmarking Series, January Report
Customer Experience Understanding and Strategy
March 1, 2022

Understand customer experience organizations’ objectives, the challenges they face and the programs in place to deliver a seamless experience when customers reach out for support. Click here to view the recorded webinar. Click here to view the transcript.
GBS Webinar 1 title image

COPC Inc. Webinar:
The Impact of AI in
Contact Center Quality
February 24, 2022

Learn the impact of AI in contact center quality and how measuring the right things with your quality program will drive higher CSAT and profitability. Click to view the webinar or read the transcript.
The impact of AI in contact center quality slide

COPC Inc. Webinar:
Knowledge Management in
Contact Centers
November 11, 2021

Learn the importance of choosing the right partners along with specific tools that lead to CX success. Click here to view the webinar and expand your understanding of Knowledge Management in Contact Centers. Click here to read the full transcript.
COPC, Livepro webinar title slide

COPC Inc. Webinar:
Introducing COPC® Best Practices for Digital Assisted CX
June 16, 2021

Take a sneak peek at our newest course, COPC® Best Practices for Digital Assisted CX! Click here to learn the best practices and pitfalls for effective design, implementation, and operation of bots and related digital systems.
Image of the mars rover with text introducing COPC best practices digital.

COPC Inc. Webinar:
The State of the Vendor Management Organization
May 19, 2021

We spoke with leaders from Hilton and USAA about the latest vendor management research. Click here to request access to the webinar and learn the top priorities vendor management organizations should focus on in 2021.
Close up of lady shaking a hand with the title of: The state of the vendor management organization

COPC Inc. Webinar:
Quality & Customer Satisfaction
April 28, 2021

Calling all quality assurance (QA) managers and directors! Click here to learn five key quality processes that can improve customer satisfaction and positively impact the overall customer experience.
Teams working together for customer satisfaction

COPC Inc. Webinar:
Cracking the Code of the Customer Experience
April 21, 2021

View the webinar for real-life examples from CX leaders and the major brands they represent: Cox AutomotiveThumbtack, and Turo.
Business People Meeting Conference Discussion Corporate Concept

COPC Inc. Webinar:
Overview of the COPC CX Standard
April 7, 2021

Interested in learning more about the premier performance management system for contact centers? Click here to watch our webinar discussing the COPC CX Standard.
Administrator business man financial inspector and secretary making report, calculating or checking balance.

COPC Inc. Webinar:
CX Digitalization Strategy
March 17, 2021

We’ve teamed up with IV.AI to share expert guidance for developing a successful CX Digitalization Strategy. Click here to watch the webinar and to learn the key components and importance of a clear CX digital strategy.
CX DIGITALIZATION STRATEGY-cover

COPC Inc. Webinar:
BPCX Operations Training Preview
January 27, 2021

Want to manage a world class customer experience organization? Get a preview of what our BPCX Training is all about and what the course includes. Click here to watch the video.
Man looking at screen, with text that says: BPCX Operations course preview

COPC Inc. Webinar:
Recruiting and Hiring Practices that Work
December 2, 2020

Click here to learn how to properly define jobs and apply meaningful metrics in your human resources department.
A puzzle with the text saying "recruiting and hiring practices that work"

COPC Inc. Webinar:
Improving the Effectiveness of Chat
November 4, 2020

Learn the different implementations of chat and how to measure them. Click here to watch the video.
A person texting on their phone

COPC Inc. Webinar:
WFM: The Glue for Successful
(Work-At-Home) Operations
October 21, 2020

Click here to learn how WFM teams help strike the right balance between the needs of the customer, business and staff.
A customer service agent on the phone with a customer

COPC Inc. Webinar:
Quality Programs with High ROI – Part II
October 14, 2020

Watch the video here to learn how to use actionable data and effective tools for successful Quality Programs.
A man going over a chart

COPC Inc. Webinar:
CUIKA: How Reliable is Your Data?
October 7, 2020

Click here to learn how the CUIKA method (Collected, Usable, Integrity, Knowledgeable, Actions) can help verify the reliability and accuracy of data.
Two people going over graphs and charts

COPC Inc. Webinar:
Service Journey ThinkingSM
September 30, 2020

Learn how to link frontstage and backstage operational activities to identify performance gaps and enhance customer loyalty. Click here to watch the full video.
Two women using sticky notes to plan

COPC Inc. Webinar:
CX in Australian Banking
September 17, 2020

Watch the presentation here on the 5th Annual Australian Banking CX Survey with new findings on net promoter scores, channel usage, first contact resolutions and much more.
Graph showing the stock market

COPC Inc. Webinar:
Tackling Workforce Management
from the Top
August 19, 2020

A session for non-WFM people to learn how WFM impacts service, efficiency and customer experience. Click here to watch the full video.
A work team meeting discussion

COPC Inc. Webinar:
Driving Performance with the
COPC CX Standard for VMOs
August 5, 2020

Click here to learn best practices on how to build and optimize a Vendor Management Organization.
Team meeting with two men high fiving each other

COPC Inc. Webinar:
Best Practices for
Work-At-Home Operations
August 5, 2020

Click here to view the full video and learn how to maintain efficient Work-At-Home programs.
Man with headphones on looking at his computer with a book open

COPC Inc. Webinar:
Lean Six Sigma for CX Operations
July 22, 2020

Click here to learn how your organization can achieve and sustain operational excellence using the principles of Lean Six Sigma.

COPC Inc. Webinar:
Quality Programs with High ROI – Part I
July 15, 2020

Click here to watch our experts share practical approaches for transforming any QA program into a business intelligence powerhouse.

COPC Inc. Webinar:
Recruiting and Hiring That Works
July 8, 2020

Recruiting, hiring and training the right individuals has a profound impact on operational success.  Click here to view our presentation with best practices for an effective hiring process with meaningful metrics.

COPC Inc. Webinar:
Service Journey Thinking
June 24, 2020

Click here for the full presentation and learn our comprehensive approach to helping brands improve customer satisfaction and loyalty throughout the service journey.

COPC Inc. Webinar:
SOCAP
May 7, 2020

Click here to see the full presentation with insight and advice on the future of Work-At-Home programs.