COPC Inc
At the Helm of Customer Experience Management
Ian Aitchison, CEO Asia Pacific RegionCOPC Inc., established in 1996, created the COPC Customer Service Provider (CSP) Standard, a comprehensive set of structured processes and measurements aimed at ensuring operational excellence within the call center environment. Today, the company is run by an experienced and expert team which includes, Cliff Moore (Chairman), Kyle Kennedy (Chief Operating Officer), Ian Aitchison (CEO Asia Pacific Region) and Richard North (CEO EMEA Region). The COPC CSP Standard has evolved into the COPC Customer Experience (CX) Standard, encompassing all operations that support the customer experience. “The COPC CX Standard is one of the world’s most recognized and respected performance management systems,” asserts Cliff Moore, Chairman of COPC Inc.
In today’s economy, it is no longer enough to merely provide a great product or service at a good price. Companies are expected to deliver on more levels than quality and price. COPC Inc. believes that the path to provide phenomenal customer experience lies in adopting efficient and effective operations.
Improved operations lead to better customer experience alongside higher customer satisfaction but also result in more engaged employees, higher revenue, and lower costs.
COPC Inc.’s primary offering is based on the COPC CX Standard, which is supported by the three pillars of training, audit, and certification. Certification to the COPC CX Standard allows companies to become fully committed to achieving operational excellence. By adopting the COPC CX Standard as their performance management framework, organizations can implement best practices, compete at par against other high performing organizations, and consistently achieve targets. COPC Inc. acts as an active partner with their clients throughout this process.
Companies implement the framework, ideas, and practices contained within the COPC CX Standard all around the world and more than thirty percent of the world’s top fifty brands, including six out of the top ten, trust COPC Inc. to help them drive improvements in their customer experience.
The Florida-based company also offers RevealCX™, a Software as a Service (SaaS) quality monitoring solution that aids companies in transforming their quality programs to uncover root causes of issues affecting performance. The development of RevealCX™ was based on COPC Inc.’s proven approach and quality management best practices that COPC Inc.’s monitoring experience and executive-level quality program development. RevealCX is packed with features that infuse improvements in the customer experience, heighten sales performance, and lower the costs for customer experience (CX) operations.
COPC Inc. is a multi-faceted company and has proven to be successful at tailoring its service offering to meet the demands and interests of the industry. Products like RevealCX and services like channel management consulting have emerged as a direct result of industry needs and interests. Additionally, COPC Inc. will streamline and enhance its training course options, both online and in-person, adding new curriculums based on directional needs of the industry. Taken together, these current and future changes, both of the COPC CX Standard and the service offerings that align with the principles of the COPC CX Standard, are aimed at supporting a bright future for COPC Inc.
COPC Inc.’s primary offering is based on the COPC CX Standard, which is supported by the three pillars of training, audit, and certification. Certification to the COPC CX Standard allows companies to become fully committed to achieving operational excellence. By adopting the COPC CX Standard as their performance management framework, organizations can implement best practices, compete at par against other high performing organizations, and consistently achieve targets. COPC Inc. acts as an active partner with their clients throughout this process.
The COPC CX Standard is one of the world’s most recognized and respected performance management systems
The Florida-based company also offers RevealCX™, a Software as a Service (SaaS) quality monitoring solution that aids companies in transforming their quality programs to uncover root causes of issues affecting performance. The development of RevealCX™ was based on COPC Inc.’s proven approach and quality management best practices that COPC Inc.’s monitoring experience and executive-level quality program development. RevealCX is packed with features that infuse improvements in the customer experience, heighten sales performance, and lower the costs for customer experience (CX) operations.
COPC Inc. is a multi-faceted company and has proven to be successful at tailoring its service offering to meet the demands and interests of the industry. Products like RevealCX and services like channel management consulting have emerged as a direct result of industry needs and interests. Additionally, COPC Inc. will streamline and enhance its training course options, both online and in-person, adding new curriculums based on directional needs of the industry. Taken together, these current and future changes, both of the COPC CX Standard and the service offerings that align with the principles of the COPC CX Standard, are aimed at supporting a bright future for COPC Inc.
COPC Inc News
PHOENIX, -- Global customer experience (CX) industry leader Execs In The Know has partnered with COPC, the global leader in the training and certification of the COPC CX Standard, to present a comprehensive 2.5-day live training: Foundations in AI for CX Certification Program. This exclusive course is tailored for senior CX leaders looking to refine strategies they already have in place and those just starting their AI journey.
The innovative certification program will take place in Minneapolis, Minnesota, from October 16-18, 2024, and aims to explore AI's essential principles and practical applications and equip participants with the fundamental understanding required to evaluate, implement, and manage AI-driven technologies effectively within CX operations.
"Our collaboration with COPC underscores our commitment to providing CX leaders with the knowledge and tools necessary to navigate the evolving landscape of AI in customer experience," said Susan McDaniel, Co-Founder and COO at Execs In The Know. "This certification program is designed to empower leaders to make informed decisions, implement effective strategies, and harness AI's potential to drive exceptional customer experience."
The Foundations in AI for CX Certification Program will feature 14 hours of immersive training conducted by COPC experts. Participants will gain insights into pivotal areas, including integrating AI into digital CX strategies, ethical considerations in conversational AI, optimizing knowledge management for traditional and Generative AI, ensuring quality in conversational AI responses, and methodologies for measuring, managing, and enhancing AI effectiveness. Moreover, the program will delve into CX technology sourcing, acquisition, and vendor management.
In addition to the 14 hours of training delivered by COPC and reserved time to collaborate with each other through exercises, solution providers will be on hand to visit with participants throughout the program.
"COPC is proud to join forces with Execs In The Know as training development partners for this valuable and timely program," says COPC Inc. President and Chief Executive Officer Kyle Kennedy. For over 28 years, COPC has helped global organizations harness the power of technology, people, and processes to improve their customer support. We know firsthand how challenging and overwhelming it can be to navigate the rapidly changing landscape of AI, especially when considering its profound impact on the customer experience. We look forward to bringing this important program to senior CX leaders who are actively shaping the future of their organizations. Together, COPC and Execs In the Know will deliver insights and strategies that will pave the way for a seamless integration of AI technology and tools, ensuring exceptional customer experiences and organizational success."
Upon successful completion of this program, participants will receive a formal certification. More importantly, they will acquire the expertise and actionable knowledge necessary to position themselves and their organizations at the forefront of the AI revolution within CX.
Execs In The Know and COPC are thrilled to provide senior CX leaders with this invaluable opportunity to delve deeply into AI-driven capabilities. The program is tailored for executives responsible for developing, implementing, and influencing CX technology decisions. It aims to empower them with the knowledge and insights necessary for success in an AI-infused CX landscape.