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   COPC CUSTOMER EXPERIENCE (CX) STANDARDS
   
   The COPC CX Standard is a performance management system for call centers and
   customer experience operations. Download the latest editions, Release 7.0,
   today.
   
   Download Release 7.0 Standards
   
   



   
    * Top Navigation Menu
   
   
    * TOP NAVIGATION MENU
   
   
    * TOP NAVIGATION MENU
   
    * About COPC
      
      
      ABOUT COPC
      
      
      ABOUT COPC INC.
      
       * Our History
       * Contact Us
       * Team
       * Careers
       * Customer Achievements
       * Corporate Offices
       * Webinars & Events Calendar
       * Press Releases
      
      BROCHURE:
      CREATE LOYAL CUSTOMERS
      
      We provide consulting, training and certification to help companies boost
      performance and improve the customer experience.
      
      Learn More
      
      
   
    * WHAT WE DO
      
      
      WHAT WE DO
      
      
      WHAT WE DO
      
       * Customer Experience Consulting
         * Work-At-Home
         * Service Journeys
         * Channel Strategy
         * Measuring CX
         * CX Performance Improvement
         * Virtual Services
      
       * Call Center
         * Call Center Consulting
         * Call Center Training
         * Call Center Certification
         * Call Center & Contact Center Best Practices
      
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         * Class Listings
         * In-Person Training
         * Live Virtual Training
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         * Private Training
      
       * Certification
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         * Certification Process
         * COPC Certified Organizations
         * COPC Standards
      
       * Quality
         * Quality Consulting
       * Approved Technology Providers
       * Employee Engagement Services
      
       * Vendor Management
         * Contract Review
         * Strategic Sourcing
         * Vendor Improvement
         * VMO Design
      
      
   
    * WHO WE HELP
      
      
      WHO WE HELP
      
      
      WHO WE HELP
      
       * Industries
         * Telecom
         * Technology
         * Healthcare
         * Travel
         * Retail
         * Financial Services
         * OSPs
      
       * Clients
       * COPC Certified Organizations
      
      CASE STUDY:
      CUSTOMER SATISFACTION
      
      See how a telecom provider improved customer satisfaction and issue
      resolution, and reduced incoming call volume.
      
      Start Reading
      
      
   
    * RESOURCES
      
      
      RESOURCES
      
      
      RESOURCES
      
       * Blog
       * COPC Standards
       * Past Webinars
       * White Papers
       * Case Studies
       * Brochures
       * Videos
       * Research
       * Webinars & Events Calendar
      
      CASE STUDY:
      GROUPON SAVES MILLIONS
      
      Learn how Groupon saved millions in costs, reduced risk, and provided a
      consistent customer experience by working with COPC Inc.
      
      Start Reading
      
      
   
    * COPC STANDARDS
      
      
      COPC STANDARDS
      
      
      COPC STANDARDS
      
       * COPC CX Standard for Contact Centers
       * COPC CX Standard for Customer Operations
       * COPC CX Standard for CSPs
       * COPC CX Standard for OSPs
       * COPC CX Standard for VMOs
       * COPC Indirect Procurement Standard
      
      COPC CUSTOMER EXPERIENCE (CX) STANDARDS
      
      The COPC CX Standard is a performance management system for call centers
      and customer experience operations. Download the latest editions, Release
      7.0, today.
      
      Download Release 7.0 Standards
      
      

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All of our services are offered virtually! Click here for the full list of
training, consulting and certification services.


 

COPC Inc.'s exciting and new Global Benchmarking Series is now available.
Register here to receive monthly reports on timely issues affecting contact
centers and CX organizations.


 

If you are currently a Certified COPC Customer Experience Implementation Leader
to Release 6.0, 6.1 or 6.2, click here to learn how to maintain your
certification status before it expires in 2022.


 

Quality management programs can result in bottom-line improvements to your
business. Click here for our featured white paper to find out if you are getting
the most value from your quality program.


 

All of our services are offered virtually! Click here for the full list of
training, consulting and certification services.


 

COPC Inc.'s exciting and new Global Benchmarking Series is now available.
Register here to receive monthly reports on timely issues affecting contact
centers and CX organizations.


1 4
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COPC INC. IS A GLOBAL LEADER IN CUSTOMER EXPERIENCE, BACKED BY MORE THAN TWO
DECADES OF PROVEN RESULTS. WHETHER IT’S

LEADING-EDGE INDUSTRY INSIGHTS OR INDIVIDUAL CLIENT STUDIES, INSIGHTFUL CX
RESEARCH IS A FOUNDATION FOR OUR WORK. 

 

LEARN MORE ABOUT OUR MONTHLY GLOBAL BENCHMARKING SERIES, WHERE WE TACKLE THE
TOUGH QUESTIONS WITH ANSWERS FROM OUR GLOBAL RESEARCH. COPC INC. RESEARCH IS
DESIGNED TO HELP YOU MAKE BETTER DECISIONS, TO UNDERSTAND WHERE YOUR PEERS STAND
ON THESE ISSUES AND TO PROVIDE ACTIONABLE INSIGHTS FOR YOU TO TRANSFORM YOUR CX
OPERATIONS.






CLICK TO VIEW THE GLOBAL TRAINING CALENDAR




COPC® BEST PRACTICES FOR QUALITY MANAGEMENT

APRIL 28, 2022 — APRIL 29, 2022

LIVE VIRTUAL
INDIA

INDIA DETAILS & REGISTRATION


COPC® SERVICE JOURNEY THINKING

MAY 09, 2022 — MAY 10, 2022

LIVE VIRTUAL
ANZ & SEA

APAC DETAILS & REGISTRATION


COPC® BEST PRACTICES FOR CUSTOMER EXPERIENCE OPERATIONS

MAY 16, 2022 — MAY 20, 2022

LIVE VIRTUAL
UNITED STATES

U.S. WAITLIST


COPC® BEST PRACTICES FOR CUSTOMER EXPERIENCE OPERATIONS

JUNE 20, 2022 — JUNE 24, 2022

LIVE VIRTUAL
EUROPE

EUR DETAILS & REGISTRATIONS
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EVIDENCE INDICATES THAT WAH IS BIGGER THAN COVID AND HAS VALUE BEYOND THE
CURRENT CLIMATE.



COVID-19 HAS CREATED CHALLENGES FOR CX OPERATIONS BUT ALSO CREATED DRIVE AND
MOMENTUM TO INNOVATE AND TRANSFORM. THIS REPORT, BASED ON SURVEY DATA FROM 75
COMPANIES ACROSS 20+ LOCATIONS, IS TO SHARE INSIGHT AROUND WAH PRACTICES AND THE
EARLY IMPACT OF COVID ON OPERATIONS.


Get the report


75% OF SURVEY RESPONDENTS USED CHATBOTS IN THE PAST 3 MONTHS YET ONLY 50% ARE
SATISFIED.



DO YOU WANT TO SEE MORE STATISTICS AND LEARN ABOUT KEY INDUSTRY TRENDS? THE 2020
CUSTOMER EXPERIENCE MANAGEMENT BENCHMARK (CXMB) SERIES CONSUMER EDITION PROVIDES
NEW INSIGHTS FROM 5,000 CONSUMERS IN THIS PANDEMIC-DRIVEN YEAR OF CHANGE – A
YEAR LIKE NO OTHER.


Get the report


ORANGE CONTACT CENTERS ACHIEVE COPC CERTIFICATION

ORANGE, A PROVIDER OF CONVERGENT FIXED AND MOBILE TELECOM PRODUCTS, HAS MET THE
QUALIFICATIONS FOR ITS SPAIN, ROMANIA AND MADAGASCAR CONTACT CENTERS TO BE
CERTIFIED BASED ON THE COPC CUSTOMER EXPERIENCE (CX) STANDARD. THESE THREE
CONTACT CENTERS JOIN OTHER ORANGE AFFILIATES IN POLAND, TUNISIA, MOLDOVA AND
SENEGAL THAT ARE CERTIFIED BY COPC INC. THE COPC CX STANDARD HAS BEEN USED IN A
VARIETY OF ORANGE’S OPERATIONS INCLUDING CUSTOMER SERVICE, TECHNICAL SUPPORT,
RETENTION, BILLING AND RETAIL IN BOTH BUSINESS-TO-BUSINESS AND CONSUMER
OPERATIONS.


Read the Press Release



TWENTY-FIVE YEARS
OF IMPROVING
THE CUSTOMER EXPERIENCE

______________________________

From contact centers to customer experience management, we work with companies
to maximize their operational performance. 

VIEW OUR HISTORY


READ OUR LATEST
CUSTOMER EXPERIENCE
BLOG POST

______________________________

April 1, 2022 in Quality, Artificial Intelligence, Metrics, Call Center,
Customer Experience


LEVERAGING AI-DRIVEN CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE TO BOOST CX QUALITY

There is an adage in machine learning, garbage in, garbage out. Customer
experience management platforms like Nexcom’s RevealCX Boost ¹ offer innovative
ways of efficiently collecting data. The vast potential of…
Read More


LOOKING FOR INDIRECT PROCUREMENT?

GO HERE


HYATT HOTELS IMPROVES CUSTOMER SATISFACTION AND GENERATES MILLIONS OF DOLLARS IN
INCREMENTAL REVENUE 

HYATT HOTELS ASKED COPC INC. TO ANALYZE THE PERFORMANCE OF THEIR CONTACT CENTER
OPERATIONS AT SELECT HYATT HOTELS IN THE U.S.

USING THE FINDINGS AND RECOMMENDATIONS FROM THE COPC® BENCHMARK REVIEW, HYATT
DROVE SIGNIFICANT IMPROVEMENTS IN CONVERSION RATE AND CUSTOMER SATISFACTION.

READ THE CASE STUDY

FOR MORE INFORMATION, CONTACT US AT  INFO@COPC.COM OR CALL 1.407.304.9032

+1.407.304.9032

SEND EMAIL

GLOBAL LOCATIONS

ABOUT COPC

 * Our History
 * Contact Us
 * Team
 * Careers
 * Customer Achievements
 * Corporate Offices
 * Webinars & Events Calendar
 * Press Releases


WHAT WE DO

 * Customer Experience Consulting
 * Call Center
 * Training
 * Certification
 * Quality
 * Vendor Management
 * Approved Technology Providers
 * Employee Engagement Services


WHO WE HELP

 * Industries
 * Clients
 * COPC Certified Organizations


RESOURCES

 * Blog
 * COPC Standards
 * Past Webinars
 * White Papers
 * Case Studies
 * Brochures
 * Videos
 * Research
 * Webinars & Events Calendar


COPC STANDARDS

 * COPC CX Standard for CSPs
 * COPC CX Standard for OSPs
 * COPC CX Standard for VMOs
 * COPC Indirect Procurement Standard




© 2022 COPC Inc. |    Terms & Conditions   |   Privacy Policy   |   Cookie
Policy

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 * 


 * ABOUT COPC
   * Back
   * Overview
   * Our History
   * Careers
   * Team
   * Corporate Offices
   * Contact Us
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 * WHAT WE DO
   * Back
   * Overview
   * Customer Experience Consulting
     * Back
     * Overview
     * Work-At-Home
     * Service Journeys
     * Channel Strategy
     * Measuring CX
     * Virtual Services
   * Call Center
     * Back
     * Overview
     * Call Center Consulting
     * Call Center Training
     * Call Center Certification
     * Call Center & Contact Center Best Practices
   * Training
     * Back
     * Overview
     * Class Listings
     * In-Person Classes
     * Live Virtual Training
     * Online Training
     * In-Person Training
     * Private Training
   * Certification
     * Back
     * Overview
     * COPC Certification Services
     * COPC Standards
     * Certification Process
     * COPC Certified Organizations
   * Quality
     * Back
     * Overview
     * Quality Consulting
   * Approved Technology Providers
   * Employee Engagement Services
   * Vendor Management
     * Back
     * Overview
     * VMO Design
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     * Vendor Improvement
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 * WHO WE HELP
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   * COPC Standard for Contact Centers
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