COPC Inc. - Enabling Enterprises to Identify Key Metrics for an Enhanced CEM
The development and widespread adoption of simple models for measuring customer experience and loyalty throughout the world such as the Net Promoter Score and the Customer Effort Score have all accelerated the growth of the customer experience management market and related services. Now, when the industry decision makers started to actually measure the customer experience they deliver, it was found that the existing customer services previously presumed satisfactory were not enough. They were now required to identify newer and better ways to also effectively manage the CX. For the key goal of all businesses is to build loyalty in their existing customers. While many service providers with claims of a proven methodology to success failed to stand against the tide, COPC Inc. stands strong with 20 years of experience in analysing the key drivers of satisfaction with customer experience. Ian Aitchison, CEO, COPC Inc. for the Asia Pacific Region, reveals, “Our data suggests that issue resolutions and having customers feel as though the company cares about them are two of the main drivers in improving satisfaction and loyalty, although there are obviously some variations from business to business.” An association with COPC Inc. provides enterprises the benefit of developing and implementing their very own CX management frameworks to ensure that all aspects of their business are set up and aligned to enable them achieve higher issue resolution rates and improved performance in all areas which helps them to deliver superior customer experiences.
COPC Inc. offers services in four main areas with the aim to enable clients improve their customer experience operations. COPC Inc. delivers consultancy and training in man¬aging customer experience operations.
The firm aids enterprises to make better strategic sourcing decisions and offers certification services through the COPC CX Standard. The COPC CX Standard is widely recognised as the global standard for contact centre, sales and service operations. Ian Aitchison speaking on the reliability measure of the COPC CX Standard says, “We have carried out more than 2,000 operational assessments around the world, for both in-house and outsourced contact centres, retail and branch networks as well as vendor management organizations.” He further adds, “We have also developed one of the best contact centre data analysis tools in the marketplace. Our RevealCX monitoring software enables contact centres to quickly identify root causes of poor performance and reveals potential solutions for improving the customer experience.”
The vendor management consulting services of COPC Inc. can be effectively leveraged to deliver superior customer experience. Through these services, the team at COPC Inc. is able to provide organisations with a roadmap of global best practices and metrics to ensure all critical drivers of performance are aligned. The vendor management consulting services ensure clients reduced time, cost, and risk for acquiring, managing, and transitioning an organisation’s outsourced services.
COPC Inc. has a global presence with offices in 14 countries, including Asia Pacific and clients spread across more than 75 countries. Since its inception in 1996, the firm has successfully enabled enterprises to enhance customer satisfaction in operations. In the years to come, Ian Aitchison envisages COPC Inc. to continue growing, keeping in pace with the industry transformations.
COPC Inc. stands strong with 20 years of experience in analysing the key drivers of satisfaction with customer experience
The vendor management consulting services of COPC Inc. can be effectively leveraged to deliver superior customer experience. Through these services, the team at COPC Inc. is able to provide organisations with a roadmap of global best practices and metrics to ensure all critical drivers of performance are aligned. The vendor management consulting services ensure clients reduced time, cost, and risk for acquiring, managing, and transitioning an organisation’s outsourced services.
COPC Inc. has a global presence with offices in 14 countries, including Asia Pacific and clients spread across more than 75 countries. Since its inception in 1996, the firm has successfully enabled enterprises to enhance customer satisfaction in operations. In the years to come, Ian Aitchison envisages COPC Inc. to continue growing, keeping in pace with the industry transformations.
