Examine Industry Best Practices

Customer experience operations are always changing. Technologies improve, customer expectations evolve, and new techniques for performance improvement are developed. In the white papers available here, senior leaders at COPC Inc. examine industry best practices for CX operations. These materials provide an in-depth review of key operational areas, with a focus on performance improvement for call centers, CX operations, quality, and vendor management organizations.

Customer Experience, Call Centers, Quality

  • Five Steps to Effective Recruiting, Hiring and Training

    This white paper provides an overview of the five steps in recruiting, hiring and training to develop a workforce that is productive and focused on delivering a good customer experience.

  • How to Meet Service Level Needs While Controlling Costs

    This white paper presents seven common problems within your customer experience operation that can affect your Service Level objectives.

  • Proving the Value of Your Contact Center Operation

    This white paper discusses how information sourced from your contact center can provide valuable business intelligence that can be shared with the rest of your company, such as product development, sales or marketing.

  • How to Design Quality to Link to Customer Satisfaction

    Read this white paper to learn the seven fundamental changes we recommend to clients to drive improvements in their quality program.

Vendor Management

  • Measuring Performance of High Volume Outsourced Services

    This white paper offers an examination of the five areas of measurement needed to provide an assessment of the performance of your third-party suppliers of call center or CX services.

Asia Pacific Region

  • Focus on the Philippines--Growth of the Call Center Industry

    This white paper is about the development and growth of the contact center industry in the Philippines and how it benefits organizations seeking to improve the customer experience.

  • Asia Pacific Contact Center Salaries Report

    This white paper provides insight regarding salary levels of call center employees in the Asia Pacific region and a comparison against other regions.

  • Focus on Malaysia--Outsourcing Trends for Call Centers

    A report on the highly competitive and growing outsourcing trends for the call center industry in Malaysia.