Overcome the challenges of staff underperformance and turnover with insights from our Global Benchmarking Series: Contact Center People Management & Employee Experience. It covers job satisfaction and retention, highlighting the need for professional development and feedback systems. Secure your copy: https://hubs.li/Q02H7mGX0
关于我们
COPC Inc. provides consulting, training, certification, benchmarking and research for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management, and procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations for the delivery of a superior service journey. COPC Inc. is headquartered in Winter Park, Florida, U.S., with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. www.copc.com.
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https://www.copc.com
COPC Inc.的外部链接
- 所属行业
- 商务咨询服务
- 规模
- 51-200 人
- 总部
- Winter Park，Florida
- 类型
- 上市公司
- 创立
- 1996
- 领域
- Contact Center Benchmarking、Operational Certification、Outsourcing、Performance Improvement Consulting、Training、Vendor Management Organizations、Customer Experience、Customer Journey Mapping、Call Centres、Customer Satisfaction、Call Centers、Contact Centers、Service Journey和CX Research
地点
COPC Inc.员工
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COPC Inc.转发了
President of South Asian and ASEAN Operations, COPC Inc. | PhD, PGDM, BE | Thinker, educator, CX fanatic, author of "Names, Places, Events, Things".
It’s amazing to be a part of this each year as the knowledge partner of Contact Centre Association of Malaysia (Official) and to see the numbers grow year on year. What a vibrant community! … It was great to present this year’s Malaysia Consumer research for CX focused on AI usage by COPC Inc. COPC Research .. Those interested in the report and the benchmarking dashboards, contact CCAM or DM me. Thanks Vigneswaran Sivalingam Vig and the CCAM Exco for the partnership.
| CX and Service Leader | COPC CX Implementation Leader 6.0 | Omni-Channel CX | Service Recovery | Digital | BPO |
Numbers were big and Networking was plenty at this year's 9th edition of the CX Summit! The CX Summit was held last week at the beautiful settings of The Sunway Resort Hotel in Greater Kuala Lumpur. It was an incredible 2-days that will stay in the memories of the audiences for some time. With more than 500 attendees from close to 200 companies coming from more than 10 different countries across Asia Pacific, we were treated to 20 presentations & 18 DigitalCX Marketplace showcases this time making the Summit buzz with both excitement & enthusiasm. AI dominated the proceedings as anticipated but we received such a balanced view of the CX transformation & innovation throughout. The inspiration from Ron Kaufman & ?Shep Hyken was a huge treat for everyone while the international speaker list of Simon Kriss, Manoj Menon, Scott Friedman - Global Speaking Fellow, CSP and Dr. Shreekant Vijaykar delivered strong guidance in areas of CX, EX, DX & AI. To complement them thought-leaders, our hearts were warmed up by the intimate details from the journey of our national icons Pos Malaysia Berhad & Malaysia Airlines that was delivered passionately by Charles Brewer and Emily Sheela Koshy respectively. The audience also got a good grip on the transformation efforts at Lazada, Telekom Malaysia, CIMB, Maxis, Thomson Medical & RHB Banking Group as the Leaders of these brands shared their expertise generously. The launch of #CXMalaysia and the release of the 1st "State of CX in Malaysia" stirred huge interest & curiosity across with everyone, becoming the highlight topic of this year's CX Summit. Thank you Datuk Ts. Fadzli Abdul Wahit & Malaysia Digital Economy Corporation (MDEC) for doing the honours. In the end, while NUMBERS and NETWORKING may have come out loud but it was CONTENT that was KING at the Summit once again in a week that CX opened her next chapter in Malaysia! Gobind Singh Deo Anuar Fariz Danesh Jothiprahasam Vikneswaran M. Shiny Janice 姗妮 Contact Centre Association of Malaysia (Official) Celine Chan Tommy Ng Robin Chen Raj Chaudhuri Raymond Davadass Buvan Segaran Kevin Christie Jusri Ong Thilakavathi S Dato' Zuhri Iskandar Kamarzaman Fatimah Hussein Tim Saw Ken Ng Manju Thavamoney Azra Mustafa #CCAM #MakingConnections #CXMalaysia #customerexperience #cx #digitalexperience #digital #mydigital #malaysiadigital #Malaysia #CXSummit2024 #StateOfCXinMalaysia #CXStars
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COPC Inc.转发了
Congratulations to all our clients who have achieved certification and recertification to the COPC CX Standard in Japan this year. I'd also like to add a special thank you to Mizuho for taking the time to show me their contact centre operations in Yokohama and for spending time in a Q+A session with me. Remember, a high performance organisation looks at a range of metrics, but one which has high levels of customer satisfaction, employee engagement, low abandon rates and makes few mistakes (so high customer critical error accuracy) is going to be performing pretty well! We also had an interesting discussion about knowledge management and how customers don't want to access knowledge - they really just want answers to their questions!
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Ensuring frontline staff follow best practices is vital for operational success. Establishing a supportive culture and effective management strategies can make a significant difference. COPC Director Brent Jernigan discusses how to boost adherence and enhance customer satisfaction.
How can we ensure that frontline staff consistently follow best practices and protocols? | COPC Inc.
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COPC Inc.转发了
Another fantastic and excited group of students with the COPC??Best Practices for Quality Management! The discussions, questions, and interactions were excellent and I'm looking forward to hearing stories of how these students brought the things they learned, applied them to their own world of Quality Management, and experienced the joy and excitement as the application of those learnings drove higher levels of customer experience and business performance. Come see what the class is all about and why students are so excited when they leave! https://lnkd.in/eFSkJkME COPC Inc. Melissa Rose, Caran Brosnan RN, Viviam Quirós Zú?iga, RJ Delnicki, Sharnelle G., Myinka Jno Baptiste, Sufiyan Shaikh, Judi Bolden, MBA
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A notable 46% of executives report that their customer service strategy now involves directing users towards automated, self-service options instead of traditional human-assisted support. This strategy underscores the belief in the potential of self-service technology to meet consumer needs while streamlining service delivery. Download the full report: https://hubs.li/Q02H7tlB0
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Say goodbye to inefficient processes and hello to streamlined service that truly delivers. This course offers advanced data utilization and service blueprinting techniques for visualizing, designing, and measuring the customer experience.
Service Journey Thinking
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Are rigid CX technology systems holding you back? Achieve flexibility and agility with journey-based design.
Foundations in Journey-Based Design | COPC Inc.
https://www.copc.com