In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies on past experiences ...
Welcome back to our Balanced Scorecard Blog Series! If you’ve been following along, you already know the incredible value that a balanced scorecard brings ...
Overview Service level is one of the most important metrics for a contact center to measure and manage and has been in place since contact centers evolved. ...
Most contact centers recognize the importance of team leaders. However, the team leader role is also one of the most overlooked from a skills development ...
Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or ...
COPC Inc. advises leading brands throughout the world to deliver strategy, program development, and implementation services to improve operations that support the customer experience.
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More than ever before, consumers have more channel options available to them when interacting with organizations, and they are increasingly using multiple channels to attempt to resolve their issues. ...
Quality Management (QM) Programs are essential for management to improve performance, increase customer satisfaction, and reduce business costs. For example, recent research has found that 70%* of customers ...
An Engaged Employee is a Customer Champion Employee Engagement: The emotional commitment employees have with their organization. Emotionally engaged employees genuinely care about their work and organization. ...
The COPC Standards Committee is a group of global leaders that oversees and maintains the COPC Customer Experience (CX) Standard, recognized as the industry standard for managing and improving CX operations since 1996.Scott Horace brings 25+ years of experience in the customer service industry to the COPC Standards Committee. As the Senior Vice President of Global Consumer Support Services at Mastercard, Horace implemented innovative solutions that improved the overall customer experience and increased customer satisfaction. His extensive knowledge of customer service operations and commitment to excellence will be invaluable to the COPC Standards Committee.
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