News : COPC Inc. Publishes Customer Experience Standard for Vendor Management Organizations
Winter Park, Florida Dec, 2017 -- COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, has published the COPC Customer Experience (CX) Standard for Vendor Management Organizations (VMOs), Release 6.0, a performance management framework for working with third-party providers of call center and CX services. Release 6.0 replaces the COPC VMO Standard, Release 5.2 and provides best practices for VMOs managing the customer experience, including assisted and unassisted channels, through third-party providers. COPC Inc. also has redesigned and renamed its VMO training, which is now called COPC(R) Best Practices for VMOs. Classes will be available starting in early 2018.
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"Many companies rely on third-party providers to deliver services to their customers. Securing the appropriate suppliers and ensuring they provide a level of service that matches the company’s brand promise is critical. Our updated CX Standard for VMOs offers a comprehensive framework for evaluating, selecting and managing third-party providers of multichannel CX services. Any VMO can download this document and use it to make certain their suppliers are delivering an exceptional experience and are creating loyal and satisfied customers," said Kathleen Jezierski, president and chief operating officer, COPC Inc.
"We have reworked our training to focus even more on implementing best practices, including tools and techniques for companies to effectively manage their third-party service providers. We are confident participants who attend training will learn strategies they can implement immediately in their vendor management program. Our goal is to help our clients not only improve their customer experience, but also increase revenue and reduce their costs," said Jezierski.
The first public class will be held in March 2018 in Florida, with more locations to be added in 2018. Private training is also available throughout the world.
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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: Tuesday, December 5, 2017
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