The COPC Blog

June 4, 2024
The Case for Recognizing Middle Performers

March 28, 2024
Using a Balanced Scorecard for Performance Management

March 28, 2024
Creating a Balanced Scorecard: What to Consider

March 28, 2024
Benefits of a Balanced Scorecard for Performance Management

October 24, 2023
The Science Behind Customer Satisfaction (CSAT) Improvement: Finding the Key Drivers

September 21, 2023
Contact Center Coaching to Improve Customer Satisfaction (CSAT)

May 19, 2023
Choosing Between CSAT, NPS or CES: Why it Does Not Matter

January 23, 2023
Three Lean Six Sigma Process Improvement Insights

March 4, 2022
Customer Experience: Observations from the Field

November 19, 2021
Conversations with Clients: Joe Benevides, Plus Relocation

March 31, 2021
Know These 4 Customer Experience Benchmarks to Succeed in 2021

August 31, 2020
Do you understand the value of resolving a call?

April 27, 2020
Improving the Effectiveness of Your Rapid Response

April 6, 2018
Emphasizing Customer-Focused Metrics in Non-Voice Channels

April 19, 2016
Quality Series: Focus on Systemic Issues Impacting Performance

March 25, 2016