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A Foundation for Exceptional Digital Self-Service Design

posted 28 days ago
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With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? COPC research shows that most customers prefer human-assisted support channels over self-service channels. There are likely many reasons for this sentiment, including poorly designed IVR systems and chatbots. Global Benchmarking Series | Customer Experience How do you ensure you aren’t frustrating customers with poorly designed IVR systems and chatbots? ...

Benefits of a Balanced Scorecard for Performance Management

posted 02-08-2023
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Balanced scorecards provide a holistic view of an organization’s site, program, department, team or employee performance. Rather than analyzing individual key performance indicators (KPIs), a balanced scorecard measures financial, customer, and internal processes along with learning and growth perspectives. A balanced scorecard is ultimately a shorthand name for a particular performance management tool . Organizations can use these tools to monitor and evaluate the performance of the various aspects of a business, such as quality, service, customer satisfaction and cost. Contact centers have always been data-driven. In fact, sometimes, the problem ...

6 Ways to Translate Company Values into Employee Engagement

posted 01-11-2023
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High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management.  We surveyed nearly 6,000 employees across industries at business processing outsourcing (BPO) organizations and in-house contact centers, including work-at-home staff. Effective engagement strategies lead to improved performance, increased productivity, higher retention and bottom-line growth. However, many companies struggle to find new ways of engaging employees, especially in hybrid ...
 
Topics Employee Engagement Employee Engagement Incentives Staffing Work from Home

The Role of Company Culture in Employee Engagement

posted 11-18-2022
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You know the adage, “happy employees = happy customers.” This notion has always been true but is becoming the foundation of many organizations’ broader strategies for driving long-term growth. Most organizations realize that customer experience (CX) is a key differentiator, particularly with growing competition and customer expectations. It makes sense that focusing on the heartbeat of the organization – the employees – is more important than ever to keeping customers happy and contributing to the organization’s success.  Companies with highly engaged employees outperform their competitors and have higher retention with lower absenteeism. A highly engaged ...

Developing a Strategic Vendor Management Framework

posted 11-18-2022
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Transform Vendor Management into Partnership Success Your vendors are an extension of your brand. You entrust them with your most precious asset – your customers. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. Although these relationships are critical, only 46% of executives surveyed are satisfied or very satisfied with their outsourcers’ performance (1). COPC Inc. 2022, Global Benchmarking Series, Contact Center Outsourcing, So, the question is, why is satisfaction with outsourcer performance so low? And what can organizations do to improve performance towards higher customer ...

Three Types of Contact Center Data for Business Intelligence

posted 11-18-2022
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Your call center is one of the best windows into the customer experience. Customers gift your company bits of information that you can turn into valuable business intelligence to improve the customer experience and increase brand loyalty. At the same time, it can transform your call center into a trusted resource of actionable customer insights. Three examples of valuable business intelligence you should collect in your call center are: New product data Complaint data Customer satisfaction data We will discuss each type of data, including real-life examples from our COPC Inc. customer experience consulting engagements. ...
 
Channel Strategy Contact Centers Quality & CSAT Customer Service

Saudi Arabia’s First COPC Inc. Certified BPO: ccc by stc

posted 09-19-2022
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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 . The achievement of ccc exemplifies the ...

Employee Engagement and Retention: Consider This

posted 09-19-2022
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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’ ...

Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment

posted 08-22-2022
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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 ...
 
Topics Quality/CSAT Quality & CSAT Measuring CSAT

Designing Self-Service for Customer Success

posted 08-22-2022
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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 ...
 
Topics Channel Strategy Channel Strategy Self-Service Leadership Business Strategy

The Great [Resignation] Reinvention

posted 06-24-2022
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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 ...

Using Channel Strategy to Influence Customer Satisfaction

posted 06-24-2022
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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 ...
 
Topics Channel Strategy Artificial Intelligence Agent Assist Channel Strategy Journey Mapping

Leveraging AI-driven Customer Experience Management Software to Boost CX Quality

posted 04-04-2022
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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 ...

Optimizing Pandemic Contact Center Outsourcing Relationships

posted 11-15-2021
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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 ...

COPC Inc. Supports FBC Asia Pacific with Employee Engagement Services

posted 10-15-2021
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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 ...

COPC Inc. Celebrates the 5,000th Student to Complete Training in EMEA

posted 10-15-2021
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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. ...

3 Vital Insights to Crack the Customer Experience Code

posted 10-15-2021
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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, ...

3 Best Practices for Emerging Outsourcing Priorities

posted 10-11-2021
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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 ...

Banking and Customer Loyalty: Understanding the Relationship with Self Service Technology

posted 04-14-2021
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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 ...

Know These 4 Customer Experience Benchmarks to Succeed in 2021

posted 04-14-2021
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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 ...