News : COPC Inc. Announces Release 5.2 of the CSP, OSP and HSP Standards
Winter Park, Fla. April 8, 2014 -- COPC Inc., a global consulting, training and certification company that helps organizations improve the performance of their contact centers, announces Release 5.2 of the flagship COPC Standard: the COPC Customer Service Provider (CSP) Standard. This Standard now includes best practices to measure the customer experience for all customer communication channels in an organization, such as online, self-service, voice, chat, email, back office, and face-to-face interactions. This update also provides a structured process for organizations to capture and analyze customer feedback from these multiple channels.
Two other COPC Standards also have been updated to Release 5.2 and include these new guidelines. They are the COPC Outsourced Service Provider (OSP) Standard and the COPC Healthcare Service Provider (HSP) Standard. All updated COPC Standards are available free of charge.
"Today’s customer expects to be offered many ways to access a company to resolve an issue or answer a question. It is essential for high performing organizations to understand how their multi-channel strategy impacts their customers. The COPC CSP Standard now provides guidance for collecting and analyzing customer feedback from all channels. Armed with this information, companies can improve their products, services, and policies to more quickly meet customer demands," Richard North, CEO, EMEA Region, COPC Inc.
All COPC Standards are managed and updated by the COPC(R) Standards Committee, an international group of contact center industry leaders who meet twice a year to review the entire COPC(R) Family of Standards to ensure this performance management system continues to address the changing demands of the global contact center industry.
Posted by Veronica Silva Cusi, news correspondent
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Customer Operations Performance Center Inc. (COPC) was founded in 1995 to focus on improving call center operations, monitoring practices in call centers, and training contact centers and vendors for certification. Its founders had experience in Strategy Consulting and Call Center operations.
Published: Thursday, April 10, 2014