COPC Inc. advises leading brands throughout the world to deliver strategy, program development, and implementation services to improve operations that support the customer experience. COPC Inc. helps companies increase sales, improve customer satisfaction, and build brand loyalty by addressing root causes of customer issues and better managing complex customer journeys. COPC Inc. specializes in customer experience operations, call centers, quality, vendor management, procurement and strategic sourcing.
Starting with the Standard
COPC Inc. began with the creation of the COPC Customer Service Provider (CSP) Standard, now known as the COPC Customer Experience (CX) Standard. The founders of COPC Inc., along with other call center industry leaders, saw a need for structured processes and measurements to ensure operations delivered consistently high performance. This group developed what is now called the COPC CX Standard—originally a comprehensive performance management system for call centers but now encompasses all customer experience operations.
The Founding of COPC Inc.
Formerly known as Customer Operations Performance Center Inc., the company was founded in 1996, with Cliff Moore as co-chairman. The initial goal of the company was to audit organizations to determine if they met the requirements to become certified to what was then called the COPC CSP Standard.
COPC Inc. quickly became a thought leader within the call center industry and began offering training and consulting services to help organizations improve their operational performance. COPC Inc. also expanded its reach to outsourced providers of call center services as well as vendor management organizations (VMOs) that procure and manage these third-party services. The COPC CX Standard, originally for customer service providers, also has expanded to include versions for outsourced service providers and VMOs.
In 2012, the company was formally renamed COPC Inc. By this time the company had helped hundreds of major brands in the automotive, financial services, healthcare, retail, telecom, technology and travel and hospitality industries to improve the operational performance.
COPC Inc. and the Customer Experience
Today COPC Inc. continues to provide certification services to call centers and VMOs, but also features an expanded service offering for managing all aspects of the customer journey. Using proven processes and best practices, COPC Inc. consults with leading brands regarding all customer experience operations, including quality, vendor management, and strategic sourcing. The company offers customer experience and vendor management training in 17 countries in five languages. It also regularly produces research about consumer and corporate trends in managing the customer experience.