AUSTIN, Texas -- (BUSINESS WIRE) --
Customer Operations Performance Center Inc. (COPC Inc.), the world's leading authority on customer contact centers and vendor management operations, has released updates to COPC-2000® CSP Standard and COPC-2000 CSP Gold Standard.
Find the new COPC® CSP Standards at http://www.copc.com/standards.aspx.
"For over a decade, the COPC Standards have helped both internal and third-party customer service providers (CSPs) improve their operations through implementing best practices," said Don Oakes, Senior Vice President at L.L. Bean and Chairman of the COPC® Standards Committee. "The updates the Committee included this year ensure the COPC Family of Standards continue to reflect key developments in the market and best practices for all aspects of customer contact center and BPO operations."
COPC® Standards Committee includes representatives from leading internal and third-party customer service and BPO operations. Companies represented include ACI, Apple, Blue Cross Blue Shield, Cable and Wireless (Panama), General Motors, Harte-Hanks, KPN (Netherlands), L.L. Bean, Microsoft, and Xceed (Egypt). Since COPC Inc.'s founding in 1996, the Standards Committee has met at least twice a year to review key industry trends and revise the Standards and Certification processes to ensure they reflect industry best practices and performance levels.
The latest COPC® CSP Standards (Release 4.4) include changes to increase both clarity and rigor, and support an organization's ability to calculate business case and benefits of Certification via "How to Calculate Savings."
"For 14 years, the COPC® CSP Standards have helped over 1,200 sites reduce costs and improve service," added Cliff Moore, Chairman, COPC Inc. "Now more than ever, both internal and third-party CSPs can benefit from these enhanced Standards to achieve their goals."
About COPC Inc.
Customer Operations Performance Center Inc. (COPC Inc.) is the world's leading authority on service-chain operations management, including performance improvement for buyers and providers of customer service, customer contact center and business process outsourcing operations. Since 1996, COPC Inc. has helped more than 1,200 organizations in 50 countries improve customer service by using the COPC® Family of Standards, the industry's first and most comprehensive set of performance management operating models for customer service operations. Today, it remains the only performance-driven and industry-governed global best practices model that simultaneously increases both customer satisfaction and profitability. www.copc.com
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CONTACT:
COPC Inc.
Lezli Harrell, 512-431-4481
lharrell@copc.com