COPC Blog

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WINTER PARK, Fla. , Sept. 19, 2022 — COPC Inc. is pleased to announce that ccc by stc has met the COPC Customer Experience (CX) Standard requirements. Headquartered in Riyadh, Saudi Arabia, ccc is a leading CX management business processing outsourcer (BPO). The company provides a spectrum of seamless solutions that span outsourced customer care, technology services, digital business, consulting, back-office, and other specialized services for enriching customer experience. COPC Inc. proudly recognizes 𝗰𝗰𝗰 as the 𝗳𝗶𝗿𝘀𝘁-𝗲𝘃𝗲𝗿 BPO in 𝗦𝗮𝘂𝗱𝗶 𝗔𝗿𝗮𝗯𝗶𝗮 to achieve 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗰𝗲𝗿𝘁𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 ...
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Contact center managers often attribute high attrition to unfulfilling tasks and a lack of professional advancement opportunities. A critical factor to consider when designing an employee retention strategy is the level of employee engagement. Forbes explains employee engagement as “ the emotional commitment the employee has to the organization and its goals.” Forward-thinking leaders realize that a highly engaged workforce underpins organizational success. Continuous development programs that begin during the onboarding process are vital to any employee engagement strategy. High employee turnover creates a culture with ‘revolving door’ ...
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Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: 1. Redesign your quality form to focus on key drivers 2. Measure three quality metrics vs. one overall score 3. Evaluate interactions from the customer’s perspective A quality assurance program offers one of the best windows into the customer experience. Designed effectively, quality can predict CSAT, providing actionable data that leads to significant and sustained improvements . Yet, quality scores and CSAT results often tell different stories. The misalignment occurs when organizations don’t fully understand ...
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Organizations can make self-service a more desirable option by developing an easy-to-use system that resolves issues efficiently. As opposed to forcing people into channels they don’t want to use . See how Amazon Web Services (AWS) automates voice and non-voice communication using natural language machine learning (ML) services in this webinar . Watch the outcomes from live conversations as experts give practical insight into what does and doesn’t work. * Register to receive the recording Even with phone and email decreasing in popularity, the preference for self-service may not be growing ...
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Prepare to lead your organization through a tough labor market with: Insights into key drivers affecting labor markets Best practices & approaches to reinvent labor policies Ideas on how to better manage/leverage outsourced service providers Changes for attracting & retaining the best talent to meet service levels ______________________________________________________________________________________________________________________ Most leaders are beginning to recognize the current labor challenges aren’t temporary or solely pandemic driven. The Great Resignation has made it significantly more challenging for many US firms to retain ...
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Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. It can also be an opportunity to boost the Net Promoter Score (NPS). Customer support plays a significant role in how customers feel about an organization. In fact, 84% of customers say that their experience with an organization’s customer service department is important or very important in shaping their opinion of that organization. Part of excellent customer experience management involves effective channel strategy. Planning an Effective Customer Service Channel Strategy A channel strategy is an organization’s ...
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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 Artificial Intelligence (AI) is lucrative, but rushing to implementation can be a recipe for disaster unless we eliminate biases first. How can we design a function that minimizes the possibility of AI delivering the wrong results? Quality Assurance Sampling Practices Historically, Quality Assurance (QA) has been a money pit for contact centers and customer experience organizations. Typical QA programs provide a limited view into a small sample ...
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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 sourcing strategies. These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next. These updated ...
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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 500 employees. FBC offers both office-based and work-at-home options for employees located throughout the country and its headquarters in Manila, the Philippines. The combination of the organization’s rapid expansion and a high number of new employees led FBC Co-Founder and CEO, Siva Subramaniam, to focus on its most important asset – its people. Siva Subramaniam, FBC Asia Pacific Co-Founder and CEO “During my entire career in Customer Experience (CXP), my focus ...
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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 costs within their operations. The EMEA region of COPC Inc., recently graduated its 5,000 th student, Marc Birker. Marc is a Process Manager of Transformation & Continuous Process Improvement GEE at Majorel in Gütersloh, Germany. He became a Certified COPC CX Implementation Leader in May, upon graduating from the COPC® Best Practices for Customer Experience Operations training. “It has been an excellent training experience. ...
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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 report, a 45-point gap exists between a company’s understanding of the channels preferred by customers versus the channels actually offered to customers. Why does this gap exist? And how can the gap be closed? These were among the questions asked to a group of customer experience (CX) experts in a webinar hosted by COPC Inc. The panelists included Emily Estes from Thumbtack, Julie Weingardt from Turo, Lydia Clayton from Cox Automotive, ...
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2020 was indeed a unique year for vendor managers and their outsourced partners. Vendor management organizations (VMOs) worldwide shared that the COVID-19 pandemic adversely impacted their outsourcers' ability to meet organizational strategic goals. This disruption caused a significant shift in VMO priorities. In 2021, the top three vendor management priorities have been: Rapid acceleration of revising outsourcing requirements, updating contracts, and reevaluating supplier capabilities to serve this new normal best Realization of a new cost structure and the impact on our previous structured pricing components Optimizing virtual management ...
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Ian Aitchison - January 9, 2021 COPC Inc.’s research indicates that many customers are still looking to switch banks and as a result there are millions of new business opportunities for banks or other financial service providers being created every month. The question for leaders in the Banking industry is this, “ how can banks take advantage of these new business opportunities, or equally importantly, how can banks shore up their defences and make sure that their valuable customers don’t defect? ” At COPC Inc. our CX Research Team interviewed 800+ consumers across Asia about their experiences when interacting with banks and we were able ...
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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 posed by the COVID-19 pandemic — and ruminate on just what a post-pandemic “new normal” might look like — customer satisfaction has remained a huge priority. In the annual Customer Experience Management Benchmark Series (CXMB) 2020 Corporate Edition report, produced by COPC Inc. in conjunction with Executives in the Know, we learned key trends that businesses need to know for 2021, including: Companies were forced to fast-track strategic ...
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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 the COPC Customer Experience (CX) Standard Release 6.1, setting its sights on certification for three sites: Chengdu, Weihai, and Weifang. What has made Sunshine Financial Service’s pursuit unique is that many of the key components of the certification process have been conducted virtually, capitalizing on COPC Inc.’s recent move to virtualize a wide range of services including consulting, training and COPC certification. Certification to the COPC CX Standard ...
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The COVID-19 crisis is impacting the contact centre and BPO industry all around the world. In the Philippines, the government’s shutdown of the island of Luzon (which includes Metro Manila) has resulted in many contact centres closing their doors to staff. In countries such as the UK, the US, India and South Korea, call centres have already reported cases of COVID-19 among staff and have been shut down. The mayor of Seoul in South Korea even stated that the call centre was the largest case of mass infections in the city. Beyond the obvious health issues and the impact on our global healthcare systems, this crisis has brought about an unprecedented challenge ...
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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 representatives in attendance included Meituan Dianping, Guangdong Power Grid, Guangzhou Telecom, Welsend, Sunshine Insurance, Bank of Communications, Teleperformance and Zhong You Tian Cheng Technology. The mission of the meeting was to communicate to users in China the research and updates from the COPC Standards Committee on the industry and standards, as well as to collect feedback from them on behalf of the committee as a reference for future development of these standards. ...
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“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. Efficiency is important, but quality is what all Shouqi staff pursue. I hope we are ready to offer warm and quality services with the tools and methodologies we have learned through COPC certification.” — Liang Haichen, Co-CEO of Shouqi Limousine & Chauffeur Du Duo, Senior Director of Shouqi Limousine & Chauffeur Customer Service Centre, oversees the management of customer experience, multiple channel services and the establishment of service systems. ...
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By Kyle Kennedy 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 responsible for the management and expansion of the COPC Customer Experience (CX) Standard . The COPC CX Standard is a comprehensive performance management system designed to improve operations that support the customer experience. From around the globe, Standards Committee members and guests met in Ponte Vedra, Florida, to discuss current and future iterations of the COPC CX Standard, as well as the state of the industry. Alongside these discussions, the ...
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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 seasoned BPO leader with proven expertise in service operations and contact center strategies. Shreekant asked Gladys about industry trends, future challenges and opportunities, and Conduent’s relationship with COPC Inc. Q: Gladys, can you tell me a little about Conduent and its current position in the business? The Conduent brand name was created in January 2017. However, the organization has been around for a lot longer. It used to be part of this huge ...