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COPC Inc. Announces Release 5.2 of the CSP, OSP and HSP StandardsWINTER PARK, Fla. --(Business Wire)-- COPC (News - Alert) 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 (News - Alert)) 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 reolve 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® Standards Committee, an international group of contact center industry leaders who meet twice a year to review the entire COPC® Family of Standards to ensure this performance management system continues to address the changing demands of the global contact center industry. The COPC Family of Standards has provided operational best practices for contact centers, vendor management organizations, and business process outsourcing centers since 1996, and it is the foundation for COPC Inc.'s performance improvement consulting, training and certification services. The COPC Family of Standards is currently used in more than 70 countries. Organizations can be certified to the COPC CSP, OSP, HSP or Vendor Management Organization (VMO) Standard. To achieve certification, an organization is reviewed by COPC Inc. and its operations are compared to the requirements of a specific Standard in the areas of leadership and planning, processes, people, and performance. Certification by COPC Inc. provides industry-recognized validation that an organization has consistently met high performance levels in managing customer satisfaction, revenue, service, quality, and costs. About COPC Inc. Since 1996, COPC Inc. has provided consulting services and training to help companies improve revenue, reduce costs, and increase customer satisfaction in operations that support the customer experience. COPC Inc.'s main offering is performance improvement services for customer contact centers, including in-house and outsourced, as well as vendor management organizations. The foundation of all COPC Inc. work is the COPC® Family of Standards, a collection of the most prestigious and rigorous performance management systems for the customer contact industry. COPC Inc. is privately held with headquarters in Winter Park, Florida, U.S., and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.
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