June 29, 2017
LAS VEGAS —June 28, 2017—COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, today officially launches RevealCXTM – a Software as a Service (SaaS) quality monitoring and business intelligence solution. COPC Inc. is demonstrating RevealCX at Call Center Week at The Mirage Hotel. Live demonstrations will be available at the COPC Inc. booth #714 on Wednesday, June 28, at 10:30 am and 4:15 pm, and Thursday, June 29, at 10:30 am. In addition to RevealCX, COPC Inc. executives will be available to discuss the company’s consulting, training and certification services for customer experience (CX) operations.
One of the biggest issues in most quality programs, which is the business function of evaluating customer interactions, is a disconnect between quality scores and customer satisfaction results. COPC Inc. finds that most quality programs and systems are focused almost exclusively on evaluating how a call center or CX agent performs when interacting with customers, instead of evaluating the interaction from the customer’s perspective. COPC Inc. has found up to 75 percent of issues impacting customer satisfaction are process-level concerns such as unfriendly company policies or inadequate training; however, these issues are rarely captured or addressed by a company’s quality monitoring program.
COPC Inc. created the RevealCX solution based on the company’s extensive experience in developing and implementing quality management programs for call centers and CX operations globally. The solution was designed to uncover all issues affecting the customer experience. By using RevealCX for quality monitoring, companies will improve the customer experience, sales, operational costs and compliance.
Key features and benefits of RevealCX
- Aligns quality results with the customer experience
- Captures detailed root cause of errors at both the agent- and process-level
- Eliminates the need for cumbersome spreadsheets
- Delivers real-time actionable data to all levels of management
- Measures three metrics instead of one for a more accurate view of customer, business and compliance performance
- Collects valuable business intelligence to improve the company’s products, services, and processes
- Empowers the quality team to efficiently and effectively manage the entire quality process
- Easy to use without IT involvement, including form design and changes, reporting, calibration, and agent feedback
“Through our consulting work to develop quality management programs, we have seen many different quality monitoring software programs. We have found it virtually impossible to uncover the level of detailed data needed to identify underlying issues impacting the customer experience. That’s why we created RevealCX. Our solution shows exactly what an organization needs to focus on to improve performance. By using RevealCX, a company can transform quality monitoring from a cost function into something much more powerful and beneficial to their overall business success,” said Kathleen Jezierski, chief operating officer, COPC Inc.
In addition to quality monitoring, RevealCX can be used proactively to gather specific information from customers, such as reactions to a new product or a corporate policy change. These insights allow product development, sales and marketing teams to receive valuable information from the customer’s perspective. This real-time data can help these teams make better decisions regarding the development of new products, promotions and services.
A select group of COPC Inc. clients have implemented RevealCX during a soft launch phase. The solution is now publicly available for any call center or CX operation. For more information, go to www.copc.com/revealcx, or to request a demo, contact revealcx@copc.com.
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About COPC Inc.
COPC Inc. provides consulting, training, certification and the RevealCX™ software solution for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management, and procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations to deliver a superior customer experience across all channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. www.copc.com