Improving performance by aligning internal and outsourced contact centres and achieving a $53 million ROI.
COPC Inc. delivered a set of recommendations aimed at quality management, coaching and gathering the Voice of the Customer to ensure operational performance.
Shouqi Limousine & Chauffeur is the first in its industry to achieve COPC Certification in China by meeting all high-performing entity requirements.
Improving the Effectiveness of Your Rapid Response
Conversations with Clients: Byron J. Fernandez, TDCX
This white paper presents seven common problems within your customer experience operation that can affect your Service Level objectives.
This white paper offers an examination of the five areas of measurement needed to provide an assessment of the performance of your third-party suppliers of call centre or CX services.
This white paper discusses how information sourced from your contact centre can provide valuable business intelligence that can be shared with the rest of your company, such as product development, sales or marketing.
This paper presents expert advice and insight for contact centres rapidly transitioning to a Work-At-Home environment during challenging times.
Greetings from CCAM and COPC Inc., Getting great performance from a contact centre partner doesn’t happen by chance. It requires you to effectively source, measure, and manage your suppliers. Our COPC® Live Virtual Training will provide you with a roadmap…
Greetings from CCAM and COPC Inc., COPC® Data Analysis for Contact Centres will teach you techniques used by some of the world’s most successful companies to analyse their contact centre as well as other factors affecting the customer experience. This…