COPC INC.
WINTER PARK, FLORIDA

If you selected Canada, please let us know if you would like to receive emails from COPC Inc. We periodically send emails about training programs, discounted pricing, webinars, corporate news and our quarterly newsletter. I consent to receiving emails from COPC Inc. About COPC Inc. About COPC Inc. COPC Inc. provides consulting, training, certification and the RevealCX™ software solution for operations that support the customer experience. We work with companies to increase sales, improve customer satisfaction, and build brand loyalty by helping them address root causes of customer issues and better manage complex customer journeys. COPC STANDARDS The customer experience is the sum of all the touch points that a customer has with your company. Customer contact with your company used to be primarily the call center or in person. Today, that point of contact could be anything from an email, live chat, a mobile application or an online experience. Founded in 1996, COPC Inc. began by providing training and certification to improve call center performance. The company also created the COPC Standards, starting with the COPC Customer Service Provider (CSP) Standard, which is now called the COPC Customer Experience (CX) Standard. Today, the company works with call centers, customer experience operations, vendor management organizations and indirect procurement to implement operational improvement. We also developed RevealCX, a software solution for quality monitoring and business intelligence. The COPC Standards now includes versions for vendor management and indirect procurement. , COPC Inc. partners with your company to assess, plan and implement your operations to provide a customer experience that is seamless and productive. In addition to consulting, we also offer CX training and certification services and RevealCX software. By working with COPC Inc., our clients consistently improve customer satisfaction, increase revenue and reduce costs. COPC offers consulting services to improve the operational performance of third-party providers of call center and customer experience operations. Services include contract review, vendor management organization (VMO) design and improvement, and strategic sourcing. VMO training and certification also are available. Procurement is the newest offering by COPC Inc . The company provides certification to the COPC Indirect Procurement Standard to improve the operational performance of indirect spend. Training and consulting for indirect procurement professionals is coming soon. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. COPC Inc. advises leading brands throughout the world to deliver strategy, program development, and implementation services to improve operations that support the customer experience. COPC Inc. helps companies increase sales, improve customer satisfaction, and build brand loyalty by addressing root causes of customer issues and better managing complex customer journeys. COPC Inc. specializes in customer experience operations, call centers, quality, vendor management, procurement and strategic sourcing. COPC Inc. began with the creation of the COPC Customer Service Provider (CSP) Standard, now known as the COPC Customer Experience (CX) Standard. The founders of COPC Inc., along with other call center industry leaders, saw a need for structured processes and measurements to ensure operations delivered consistently high performance. This group developed what is now called the COPC CX Standard—originally a comprehensive performance management system for call centers but now encompasses all customer experience operations. The Founding of COPC Inc. Formerly known as Customer Operations Performance Center Inc., the company was founded in 1996, with Cliff Moore as co-chairman. The initial goal of the company was to audit organizations to determine if they met the requirements to become certified to what was then called the COPC CSP Standard. COPC Inc. quickly became a thought leader within the call center industry and began offering training and consulting services to help organizations improve their operational performance. COPC Inc. also expanded its reach to outsourced providers of call center services as well as vendor management organizations (VMOs) that procure and manage these third-party services. The COPC CX Standard, originally for customer service providers, also has expanded to include versions for outsourced service providers and VMOs. In 2012, the company was formally renamed COPC Inc. By this time the company had helped hundreds of major brands in the automotive, financial services, healthcare, retail, telecom, technology and travel and hospitality industries to improve the operational performance. COPC Inc. and the Customer Experience Today COPC Inc. continues to provide certification services to call centers and VMOs, but also features an expanded service offering for managing all aspects of the customer journey. Using proven processes and best practices, COPC Inc. consults with leading brands regarding all customer experience operations, including quality, vendor management, and strategic sourcing. The company offers customer experience and vendor management training in 17 countries in five languages. It also regularly produces research about consumer and corporate trends in managing the customer experience. Ability to write reports, business correspondence, and procedure manuals Successful experience supporting a multi-national company with foreign entities, especially in India and China VICE PRESIDENT OF BUSINESS DEVELOPMENT The primary responsibility of the VP of Business Development is new client development/sales from initial qualification of prospects through execution of contracts. Upon conclusion of the initial sale, the VP of Business Development is responsible for cross-sell and up-sell to existing clients. This person will lead ongoing maintenance of client relationships he/she has established and assist project managers in the maintenance of existing clients with whom they have relationships.