January 21, 2019
We are pleased to announce Release 6.1 of the COPC Customer Experience Standard is now available for the Customer Service Provider (CSP) and Outsource Service Provider (OSP) versions. This new release also has its own collection of 6.1 Guides. Both Release 6.1 and corresponding guides are available for download on the CSP and OSP pages of copc.com.
Changes made to the COPC CX Standard were determined by the COPC Standards Committee during their last meeting. Currently, Release 6.1 is available in English only. Both the CSP and OSP versions will be available in Chinese, Japanese, Spanish, Portuguese and French in mid to late 2019.
Changes made in Release 6.1 of the COPC CX Standard strengthen IT requirements for managing unassisted channels and offer a guide about chat service. We also have introduced new concepts and terminology that further strengthen the Standard’s focus on the overall customer experience. You will be seeing more on this approach in future offerings from COPC Inc.
Any organization that is currently going through the certification process, can use either Release 6.0 or 6.1, CSP or OSP version, through 2019. Starting January 2020, all certifications and recertifications will be required to use Release 6.1.
Our training, COPC Best Practices for CX Operations, which is based on the COPC CX Standard, will begin to use Release 6.1 for all English-speaking classes in mid-2019. Classes in other languages will be using Release 6.1 once the respective translated versions are available.
For all Certified COPC Implementation Leaders, no upskill training is required. However, we encourage you to download Release 6.1. Log in to the Private Library to access the official Changes Document to see specific updates and edits to the COPC CX Standard.
Implementation of a globally accepted performance management system can give your call center or customer experience organization a tremendous edge. Companies that successfully deploy the COPC CX Standard significantly improve the customer experience and increase sales, while lowering costs. We are pleased to help businesses continue to capitalize on the advantages offered by the COPC CX Standard with these latest updates.
If you have any questions about the COPC CX Standard, Release 6.1 contact your local COPC Inc. representative.