COPC Standards Committee

The COPC Standards Committee is a dedicated group of senior leaders responsible for the ongoing development and management of the COPC Customer Experience (CX) Standard. The committee includes members from various companies, industries and backgrounds, bringing together a wealth of knowledge and expertise. Their main tasks include reviewing the current state of the customer experience industry, incorporating feedback from users, identifying new trends, and making necessary updates to the COPC CX Standard.

The committee’s efforts ensure that the COPC CX Standard continues to serve as a comprehensive performance management system that meets organizations' evolving needs. This proactive approach helps organizations worldwide implement strategies that save time and money, improve customer satisfaction, and drive significant business results.

The Formation of the COPC Standards Committee

In 1996, the customer contact industry was in dire need of structured processes and clear metrics. This led a group of visionary leaders from top companies such as Microsoft, Dell, American Express, Motorola, Adobe, and Intel to come together with a common goal.

They aimed to create a benchmark for what buyers of outsourced services should expect from their customer contact suppliers. This collaboration led to a set of guidelines, best practices, metrics and performance requirements that laid the groundwork for the COPC CX Standard.

After the initial group of leaders met to create the COPC CX Standard, the COPC Standards Committee was formed. The committee has evolved over the years but continues to oversee the evolution of the COPC CX Standard, which has further developed to address the needs of all types of CX operations.