Customer experience consulting
Fixing CX Operational Problems is what we do
You’ve been searching for better ways to navigate today’s unique CX challenges. Let COPC Inc. show you the way.
• Increase customer satisfaction
• Decrease costs and inefficiencies
• Reduce staff turnover
• Maximize CX technology ROI
• Improve employee engagement
• Drive sales and profitability
CLEARLY CX.
Relentlessly focused on improving customer experience
Superior CX elevates great brands above their competitors. But providing this level of service in today’s environment is often easier said than done. As CX consultants, our specialty is helping organizations cut through the ever-increasing noise to solve their most significant issues and address everyday operational challenges such as:
Poor customer satisfaction
Ineffective channel strategies
Increased attrition
Low employee engagement
Outsourcing concerns
Inefficient operational processes
These are just a few of the issues faced by many organizations today. And it’s often daunting to know where to start. At COPC Inc., we are laser-focused on improving customer experience operations – just as we have been for over 25 years. You’re not just getting customer experience consultants when you work with us. You are partnering with recognized experts who have been in your shoes and will help you navigate even the most complex situations as you take your CX operations and design to the next level.
Gain an Edge with Premium Benchmarking Dashboards
Don’t leave your performance to guesswork. The COPC Premium Benchmarking Dashboards provide exclusive access to the data and insights you need to outpace the competition. Compare your metrics against global standards, identify performance gaps, and take decisive action with confidence.
The path to customer experience improvement is right in front of you
Service Design
Designing a service experience is a puzzle. We’re experts at putting the pieces into place.
Operational Transformation
Having a CX plan is one thing. Putting it into action is our thing.
Strategic Sourcing
We don’t find vendors. We forge mutually beneficial partnerships between our clients and their suppliers.
customer experience SERVICE DESIGN
Build a strong foundation for exceptional cX
Exceptional customer experiences don’t just happen. You have to intentionally design your service strategy across people, processes and systems to deliver experiences that live up to your customers’ expectations. COPC Inc. has been helping companies design outstanding CX for their customers for over a quarter century.
Breaking Down Silos
Eliminate internal barriers while establishing a structure that best supports your CX strategy.
Channel Optimization
Maximize first-contact resolution while guiding customers to the best channel for their issues.
Maximizing Technology ROI
Minimize costs while solving customer issues by making the most of your CX technology investment.
OPERATIONAL TRANSFORMATION
Get significant and lasting improvements, starting today
Designing the desired service experience is just one piece of the puzzle. We promise to quickly uncover the root cause of performance or process issues and create a detailed roadmap to solve your most significant operational challenges. We then work alongside your team to implement those solutions for immediate and sustained improvements.
Centers of Excellence
Implement key centers of excellence that are scalable and sustainable based on proven best practices to deliver effective workforce management, quality and people approaches.
Performance Improvement
Quickly identify root causes of performance issues to make immediate improvements (internal and outsourced operations) in key metrics including customer satisfaction, quality, sales, service and cost.
Employee Engagement and Attrition
Develop recruiting, hiring, retention and engagement strategies to attract and retain high-performing staff.
Strategic Sourcing
Align partnerships with your business goals
If you outsource any of your customer contact services, you need partners who care as much about your customers as you do. COPC Inc. will put our 25+ years of experience to work finding, vetting and contracting suppliers that align with your objectives.
Select the best providers for your business
We will help you define your requirements and manage the vetting process so you are guaranteed to partner with suppliers who share your goals and align with your company’s values.
Obtain the best pricing
Because we’ve been doing this for decades, we know what services should cost and how to get you the maximum value for your money.
Establish management framework
Once a supplier is selected, we provide you with the structure and methodology needed to achieve maximum results throughout your new partnership.
Our CX Consulting Process
In the world of Customer Experience Consulting, our process sets the standard.
At COPC, Inc., we’ve been helping the world’s largest brands deliver exceptional experiences to their customers for over 25 years. Our performance improvement consulting work transforms your CX operations by boosting customer satisfaction and increasing sales while reducing operational costs. Our three-part process will quickly identify the root cause of performance issues, determine areas with the greatest POI, implement proven approaches for immediate improvement and provide tools for continual improvement.
Assess
We review the strategy, design, and performance of your existing CX operation and uncover opportunities for improvement.
Transform
In the world of CX operations, there's no such thing as good enough. We keep what's working in your current operation and take the rest to another level.
Enable
We give you the tools for sustained success including professional development and ongoing coaching.
What we've done for others, we can do for you.
Customer Journey Mapping
Pays huge dividendsAn industry-leading $3B retailer saw significant improvements in the way it provided service to its in-store and online customers, starting with a journey mapping analysis.
$53M
Return on InvestmentA leading U.S. telecom provider achieved savings of over $50 million by aligning its suppliers and improving issue resolution by 14 points.
3X ROI
+ 40 Point Improvement in CSATA major electronics retailer improved customer satisfaction and dissatisfaction, streamlined operations and boosted call center sales through a targeted improvement plan.
OUR Expertise
More than your average CX Consultant
Here's what sets us apart from other customer experience consultants.