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Service Journey ThinkingSM is COPC Inc.’s comprehensive approach for improving the Service Journey. It involves analyzing the effects of all service channels together, not simply individual channels and actions. It considers the service journey from the customer’s perspective, and also examines the internal components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, brands promote greater efficiency, improved performance and reduced costs within their operations. For their customers, this means reduced effort, improved satisfaction and enhanced loyalty.

COPC® Service Journey Thinking
Live Virtual Training
3 to 4 March, 2021

COPC® Service Journey Thinking

Contact Centre Association of Malaysia (CCAM)

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