COPC Inc. provides consulting, training and certification for operations that support the customer experience. Includes call center, CX, VMOs, and procurement.
๐๐ฟ๐ถ๐๐ฒ ๐๐บ๐ฝ๐น๐ผ๐๐ฒ๐ฒ ๐ฅ๐ฒ๐๐ฒ๐ป๐๐ถ๐ผ๐ป: Overworked agents are a recipe for turnover, but agent-friendly schedules can ๐ฏ๐ผ๐ผ๐๐ ๐ฟ๐ฒ๐๐ฒ๐ป๐๐ถ๐ผ๐ป ๐ฏ๐ ๐๐ฝ ๐๐ผ ๐ฎ๐ฌ%, according to ICMI. https://t.co/HAnMjgA0Ak
Thereโs one area where AI is falling short: accurately measuring how well teams resolve customer issues. While itโs great at identifying call drivers and ensuring compliance, its correlation with CSAT results sits at just 70%. Useful? Yes. Perfect? Not yet.
Integrating new CX technology can feel like untangling a mess of systems. With journey-based design, you can achieve agility, prevent data silos and ensure consistent customer experiences.
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Choosing the right CX tech starts with three critical steps:
- Audit your customer journeys
- Define your tech needs
- Master the implementation
It's not necessarily the selection, it's the implementation and the design that matter most.' Smart planning leads to real CX impact.
Forty-six percent of contact center executives report increased frontline staff #attrition in the past year. Our Global Benchmarking Series: Contact Center People Management & Employee Experience report offers insights on managing these challenges. https://t.co/Zd56sYQ64Y
Are you stuck with CX technology that's too complex? Simplify your systems and make them more intuitive with journey-based design.
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CX leaders, hereโs the facts: redesigning customer support without a holistic approach is like fixing a leak without turning off the water. To drive real CX transformation, you need to involve these three key departments:
- Operations
- IT
- Compliance
COPC Inc.'s CX Transformation services embed these factors, ensuring your investment in CX tools deliver value:
- Alignment with customer journeys
- Integration with existing workflows
- Continuous optimization based on real-world usage
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These are signals that structured reviews arenโt optional; theyโre 100% necessary. If we want engaged teams and strong outcomes, we need to start with meaningful conversations.
https://t.co/SExv1gPXzr
๐๐ผ๐ผ๐๐ ๐๐ด๐ฒ๐ป๐ ๐ฃ๐ฟ๐ผ๐ฑ๐๐ฐ๐๐ถ๐๐ถ๐๐: Proper scheduling ensures agents have the right balance of work and breaks, which can improve focus and drive efficiency by ๐ฎ๐ ๐บ๐๐ฐ๐ต ๐ฎ๐ ๐ญ๐ฎ%, according to Gallup. https://t.co/c6Vu5WwUmA
Gauge your performance with precision. The COPC Premium Benchmarking Dashboards give you in-depth metrics and customizable analysis supported by 15+ years of audited data. Stay ahead of the curve and make smarter decisions that drive results. https://t.co/FgJTDQOydd
CX leaders, hereโs a game-changer: 70โ80% of customer friction isnโt your agentsโ faultโitโs rooted in your internal policies and procedures. ๐ค
Avoid unnecessary frustration and delays while selecting CX technology providers. Improve transparency and streamline your selection process.
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Think structured reviews donโt make a difference? These numbers say otherwise. When your employees feel supported and see a path for growth, you enable high-performing teams.
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Whatโs guiding your CX performanceโintuition or insight? Demonstrate value and justify investments with industry-specific benchmarks spanning regions, channels, scenarios and more. Discover the benefits of a premium subscription. https://t.co/nD7nGR0P0F
Think skipping structured reviews saves time? Itโs costing more than you think. Real results start with real conversations. Structured reviews matter.
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Welcome Jeff Tropeano, our new Executive Vice President, Technology Consulting! With extensive experience in building successful consulting practices. We look forward to the impact Jeff will make in delivering even greater value to our clients.
With 46% of organizations citing staff turnover as a major issue and 38% struggling with recruitment, contact centers face mounting pressure. Ian Aitchisonโs latest article shares research insights and strategies to tackle these challenges. https://t.co/31Eu7B2rYk