COPC Inc. provides consulting, training, certification, benchmarking, and research for operations that support the customer experience. They created the COPC Standards, which are performance management systems for call center operations and customer experience management.

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COPC Inc. | 23,466 followers on LinkedIn. Clearly CX | 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.

President and CEO at COPC Inc. and Service Journey Strategies Inc.

Kyle Kennedy

Chief Executive Officer

Ian Aitchison

Cyndy Edwards

We often blame agents for assisted channel failures, but the data tells a different story. Over 70% of CX breakdowns come from policies, processes, and tech—not the agents themselves. Automation won’t solve this. Real change requires uncovering root causes and fixing the systems holding us back. COPC CEO NAM Kathleen McNair joins TALENT Software Services Amit Arora to discuss how the COPC CX Standard tackles this issue.

Staying ahead in CX means finding the right resources. Choose what works best for you, and see what content keeps your peers in the loop!

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

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.

Shreekant Vijaykar

What’s driving your CX performance—intuition or insight? Demonstrate value and justify investments with industry-specific benchmarks across regions, channels, scenarios and more. Make every data point count with premium access.

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!

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.

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 Zúñiga , RJ Delnicki , Sharnelle G. , Myinka Jno Baptiste , Sufiyan Shaikh , Judi Bolden, MBA

Jordan Rouden

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

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.

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