A worldwide consulting company that helps corporations enhance operations to convert the patron experience announces the worldwide availability of a consulting application to manage the customer service journey, supplying a new manner for any employer to address performance problems with their customer care operations. COPC Inc. Service adventure consulting improves no longer simply trouble resolution but additionally general business results. This is carried out using focusing on the patron’s enjoyment as they navigate particular carrier adventure eventualities.
According to CXMB Series studies produced in partnership between COPC Inc. And Execs In The Know, sixty-one % of purchasers feel client care departments aren’t assembly their customer support desires and expectancies. COPC Inc. Carrier journey consulting addresses this problem to concentrate on consumer care interactions generated by way of a client’s difficulty or request. This technique seems on the horizontal integration of guide channels with unique attention given to the transitions between channels once a consumer has actively engaged with a company. COPC Inc. Enables brands to correctly reduce essential screw-ups by developing clean channel transitions across the carrier journey.
COPC Inc. Provider adventure consulting facilitates businesses apprehend all potential starting points for difficult decisions, assume subsequent steps, and decrease complexity. Additionally, this program indicates groups how to diagnose and solve adjacent problems, broaden proactive resolutions, discover viable self-service options, and reduce useless steps and hand-offs.
COPC Inc. Carrier journey consulting consists of:
Service Journey Blueprinting. Map out key provider adventure scenarios to apprehend how every touchpoint is supported internally, find out how behind the curtain activities link to frontstage movements, and apprehend how all the touchpoints can form the carrier journey.
Frontstage Transformation. Assess critical client-going through components inclusive of website, cellular applications, contact middle, chatbot, webchat, and in-individual interactions.
Backstage Transformation. Assess helping functions, technologies, methods, and guidelines, including fulfillment, utility processing, discipline provider, authorizations, difficulty escalation, and third-birthday celebration validations.
Service Journey Strategy Consulting. Develop operational enhancements for client care channels regarding organizational activities and functions, including routing strategies, staffing practices, content and facts management, technologies, KPI design and collection, and measurement.
COPC Inc. Customer support adventure consulting is based totally on Service Journey Thinking℠, COPC Inc.’s distinctive method to issue a decision. This model looks at the adventure itself in preference to focusing on the issue, a unmarried channel, or maybe a man or woman customer. Using this approach, COPC Inc. Enables clients to shift their perspective to consider a carrier interplay as a continuous conversation – no matter channel – in place of a series of personal engagements.
“Customer care operations have the most control, affect, and potential to undoubtedly impact the general purchaser experience. Our purpose is to help businesses correctly meet their consumer on whatever channel they arrive at and quickly and without difficulty solve their trouble. If you could do this, you have not most effectively multiplied patron satisfaction; however, you have constructed logo loyalty which can change into repeat business, high-quality phrase of mouth, and a reservoir of high-quality emotions that assist insulate you from the following problem. Our consulting application moves problem decision from being accidentally a hit to developing purposeful provider trips which can be well designed and powerful,” stated Cliff Moore, chairman, COPC Inc.
COPC Inc. Provider journey consulting is a part of the employer’s patron experience (CX) control software used by important manufacturers in retail, hospitality, monetary services, and a host of different industries. The organization advises customers worldwide to improve their CX operations by offering consulting, schooling, and certification to the COPC Customer Experience Standard. COPC Inc. Provides steering in lots of regions, including performance improvement, industry first-rate practices, and benchmarking. COPC Inc. Offers an extensive call center control schooling catalog with public, private, and online guides. Popular courses include COPC® Best Practices for Customer Experience Operations and COPC® Lean Six Sigma for Contact Centers.
COPC Inc. Presents consulting, schooling, certification, and the RevealCX™ software solution for operations that help the purchase experience. The employer created the COPC Standards, a set of overall performance control structures for call center operations; the consumer enjoys management, dealer management, and procurement. Founded in 1996, COPC Inc. Began by assisting name facilities to improve their performance. Today, the organization is a progressive worldwide chief that empowers businesses to optimize operations to deliver an advanced provider adventure across all channels. COPC Inc. Headquarters is in Winter Park, FL, U.S., with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India, and Japan. Www.Copc.Com