Learn to evaluate, implement, and manage AI-driven technology within CX strategies in the Foundations in AI for CX Certification Program delivered by COPC and Execs In The Know Discover transformational opportunities that create real business value. Join us for 14+ hours of in-depth training, peer networking, and insights from solution providers. 📅 October 16-18, 2024, Minneapolis, MN.
About us
COPC Inc. provides consulting, training, certification, benchmarking and research for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management, and procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations for the delivery of a superior service journey. COPC Inc. is headquartered in Winter Park, Florida, U.S., with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. www.copc.com.
- Website
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http://www.copc.com
External link for COPC Inc.
- Industry
- Business Consulting and Services
- Company size
- 51-200 employees
- Headquarters
- Winter Park, Florida
- Type
- Public Company
- Founded
- 1996
- Specialties
- Contact Center Benchmarking, Operational Certification, Outsourcing, Performance Improvement Consulting, Training, Vendor Management Organizations, Customer Experience, Customer Journey Mapping, Call Centres, Customer Satisfaction, Call Centers, Contact Centers, and Service Journey
Locations
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Primary
941 W Morse Blvd
Suite 100
Winter Park, Florida 32789, US
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Level 30
6 Battery Road
Singapore, 049909, SG
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Exchange House
494 Midsummer Blvd.
Central Milton Keynes, Bucks MK9 2EA, GB
Employees at COPC Inc.
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Kyle Kennedy
President and CEO at COPC Inc. and Service Journey Strategies Inc.
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Ian Aitchison
Chief Executive Officer
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Andrew Greer
Executive Business Leader of Customer Success, Experience and Sales. I am driven to Create Improved & Sustainable Ecosystems, Exceptionally.
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Cyndy Edwards
Updates
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Learn the value of structured reviews and skill-building for empowering contact center team leaders, and see how these practices directly enhance employee satisfaction and retention.
Contact Center Team Leaders: The Key To Engaged and Motivated Employees
https://www.copc.com
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While a small segment of customer interactions begin in self-service platforms, an even smaller fraction have their issues resolved within this channel. These experiences discourage customers from choosing self-service technologies in the future. Access the full report here: https://hubs.li/Q02wdzb70.
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COPC Inc. reposted this
President of South Asian and ASEAN Operations, COPC Inc. | PhD, PGDM, BE | Thinker, educator, CX fanatic, author of "Names, Places, Events, Things".
Pengurusan Air Selangor Sdn Bhd Air Selangor the leading water utility operator in Malaysia achieved certification on the COPC CX Standard for Contact Centers. . It was a privilege to hand over the trophy and certificate to the deserving team. Well done! . With Raymond Davadass Daythree COPC Inc. COPC Inc. Certification #copcsea #certification #cx #contactcenter https://lnkd.in/dGktmHjG
Air Selangor attains prestigious COPC certification | New Straits Times
nst.com.my
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An engaged team not only shines in performance but also stays longer, driving your organization's success. Begin boosting engagement and retention by asking these three key questions.
Employee Engagement and Retention: Consider This
https://www.copc.com
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Monitoring the pulse of self-service technologies (SSTs): 78% of contact centers observe interactions for usability, while 76% track error rates for accuracy. Share how your organization ensures SSTs deliver the best customer experience. https://hubs.li/Q02x7v2g0
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Unlock game-changing strategies to future-proof your organization's success with our insights! Ideal for anyone involved with outsourced service providers. After this course you can expect improved BPO performance, ROI, and consistency across all sites.
COPC® Best Practices in Managing Outsourced Service Operations
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Striking the perfect balance is key for an effective scorecard in performance management! Learn how to avoid confusion and drive the right actions in your CX operations. Read on for insights to achieve harmony in your performance metrics.
Creating a Balanced Scorecard: What to Consider
https://www.copc.com
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The frequency of structured reviews significantly impacts agents’ intention to stay with the organization. Seventy-six percent of agents who have weekly meetings with their leaders want to continue with their organization. Get more insights in the full report: https://shorturl.at/DxKOd
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Transform your quality assurance (QA) into a trusted source for customer insights. Design QA processes that align with the customer experience using correct form design, sampling approaches, metrics, calibration and performance monitoring techniques.
COPC® Best Practices for Quality Management
https://www.copc.com