Management consulting company COPC has announced Release 7.0 of its COPC Customer Experience (CX) Standard.
COPC is a provider of customer experience-related consulting, training, certification, benchmarking and research, and created the COPC Standards as a collection of performance management systems for customer experience operations.
“We built the new COPC CX Standard, Release 7.0 to address the advancement of digital support technologies, to ensure focus on the entire Service Journey and to support greater employee engagement. These new requirements and metrics build on COPC Inc.’s proven approach for driving high performance in CX Operations,” said Kyle Kennedy, COO of COPC Inc. and COPC Standards Committee Member.
The latest release includes specialised editions for customer operations and contact centres, with key features including:
- Identification and improvement targeting for the most critical customer service journeys
- New roles, measurements and processes for digital service channels
- Enhanced focus on employee engagement drivers
“Release 7.0 of the COPC CX Standard is a significant contribution to the contact centre industry. This new version enriches traditional channels with many of the best practices added to manage the growing use of digital channels. All customer experience operations can benefit from applying the Standard in their business,” stated Fortunato Bertello, VMO Manager LATAM for Millicom International Services.
COPC first implemented its standards in 1996 to help call centres improve performance in a structured way, with the COPC Standards Committee now meeting twice a year to review the industry and marketplace.
“The COPC Standards Committee has done some excellent work in Release 7.0. The enhancements targeting the customer experience (CX) in the form of service journeys coupled with updates to digital interaction processes and measurements will equip CX operations to manage the increasing expectations of customers while leveraging the latest service and support technologies,” said Kathleen McNair, SVP of Consumer Operations at RealPage.
