COPC Inc. provides consulting, training and certification for operations that support the customer experience. Includes call center, CX, VMOs, and procurement.
Joined September 2012
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๐๐ฟ๐ถ๐๐ฒ ๐๐บ๐ฝ๐น๐ผ๐๐ฒ๐ฒ ๐ฅ๐ฒ๐๐ฒ๐ป๐๐ถ๐ผ๐ป: Overworked agents are a recipe for turnover, but agent-friendly schedules can ๐ฏ๐ผ๐ผ๐๐ ๐ฟ๐ฒ๐๐ฒ๐ป๐๐ถ๐ผ๐ป ๐ฏ๐ ๐๐ฝ ๐๐ผ ๐ฎ๐ฌ%, according to ICMI. hubs.li/Q02_hkgc0
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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.
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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. hubs.li/Q02PSC8t0
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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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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.
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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. hubs.li/Q02_gQRD0
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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. hubs.li/Q02-pwJg0
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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. hubs.li/Q02-ppFL0
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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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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. hubs.li/Q02_fMwp0
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Disengagement costs billions. Discover whatโs working and how to lead smarter in 2025. hubs.li/Q02Z_fqw0
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