COPC Inc.: At the Helm of Customer Experience Management

Ian Aitchison, COPC Inc.Ian Aitchison
One of the primary traits of successful companies is establishing a satisfying customer experience. It is imperative for companies to provide exceptional customer experience, at every touch point to achieve successful customer relationship. However, in today’s scenario, many firms fall short.

COPC Inc., established in 1996, created the COPC Customer Service Provider (CSP) Standard, a comprehensive set of structured processes and measurements aimed at ensuring operational excellence within the call center environment. Today, the company is run by an experienced and expert team which includes, Cliff Moore (Chairman), Kyle Kennedy (Chief Operating Officer), Ian Aitchison (CEO Asia Pacific Region) and Richard North (CEO EMEA Region). The COPC CSP Standard has evolved into the COPC Customer Experience (CX) Standard, encompassing all operations that support the customer experience. “The COPC CX Standard is one of the world’s most recognized and respected performance management systems,” asserts Cliff Moore, Chairman of COPC Inc.

In today’s economy, it is no longer enough to merely provide a great product or service at a good price. Companies are expected to deliver on more levels than quality and price. COPC Inc. believes that the path to provide phenomenal customer experience lies in adopting efficient and effective operations.
Improved operations lead to better customer experience alongside higher customer satisfaction but also result in more engaged employees, higher revenue, and lower costs.

COPC Inc.’s primary offering is based on the COPC CX Standard, which is supported by the three pillars of training, audit, and certification. Certification to the COPC CX Standard allows companies to become fully committed to achieving operational excellence. By adopting the COPC CX Standard as their performance management framework, organizations can implement best practices, compete at par against other high performing organizations, and consistently achieve targets. COPC Inc. acts as an active partner with their clients throughout this process.

The COPC CX Standard is one of the world’s most recognized and respected performance management systems

Companies implement the framework, ideas, and practices contained within the COPC CX Standard all around the world and more than thirty percent of the world’s top fifty brands, including six out of the top ten, trust COPC Inc. to help them drive improvements in their customer experience.

The Florida-based company also offers RevealCX™, a Software as a Service (SaaS) quality monitoring solution that aids companies in transforming their quality programs to uncover root causes of issues affecting performance. The development of RevealCX™ was based on COPC Inc.’s proven approach and quality management best practices that COPC Inc.’s monitoring experience and executive-level quality program development. RevealCX is packed with features that infuse improvements in the customer experience, heighten sales performance, and lower the costs for customer experience (CX) operations.

COPC Inc. is a multi-faceted company and has proven to be successful at tailoring its service offering to meet the demands and interests of the industry. Products like RevealCX and services like channel management consulting have emerged as a direct result of industry needs and interests. Additionally, COPC Inc. will streamline and enhance its training course options, both online and in-person, adding new curriculums based on directional needs of the industry. Taken together, these current and future changes, both of the COPC CX Standard and the service offerings that align with the principles of the COPC CX Standard, are aimed at supporting a bright future for COPC Inc.
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Top 25 Customer Experience Management Solution Companies - 2018


Winter Park, FL

Ian Aitchison

Provides consulting, training and certification for operations that

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