COPC Inc., a global consulting firm that helps companies improve
operations to transform the customer experience, announces the global
availability of a consulting program to manage the customer
service journey, providing a new way for any company to address
performance issues with their customer care operations. COPC Inc.
service journey consulting improves not just issue resolution but also
overall business outcomes. This is accomplished by focusing on the
customer’s experience as they navigate specific service journey
scenarios.
According to CXMB
Series research produced in partnership between COPC Inc. and Execs
In The Know, 61% of consumers feel customer care departments are not
meeting their customer service needs and expectations. COPC Inc. service
journey consulting addresses this issue by targeting customer care
interactions generated by a customer’s issue or request. This approach
looks at the horizontal integration of support channels with special
attention given to the transitions that occur between channels once a
customer has actively engaged with a company. By creating smooth channel
transitions across the service journey, COPC Inc. helps brands
effectively reduce critical failures.
COPC Inc. service journey consulting helps companies understand all
potential starting points for issue resolution, anticipate next steps,
and minimize complexity. Additionally, this program shows companies how
to diagnose and resolve adjacent issues, develop proactive resolutions,
identify viable self-service options, and reduce unnecessary steps and
hand-offs.
COPC Inc. service journey consulting includes:
-
Service Journey Blueprinting. Map out key service journey
scenarios to understand how each touchpoint is supported internally,
learn how backstage activities link to frontstage actions, and
understand how all the touchpoints join together to form the service
journey. -
Frontstage Transformation. Assess critical customer-facing
components including website, mobile applications, contact center,
chatbot, webchat and in-person interactions. -
Backstage Transformation. Assess supporting functions,
technologies, processes and policies such as fulfilment, application
processing, field service, authorizations, issue escalation, and
third-party validations. -
Service Journey Strategy Consulting. Develop operational
improvements for customer care channels regarding organizational
activities and functions such as routing strategies, staffing
practices, content and data management, technologies, KPI design and
collection, and measurement.
COPC Inc. customer
service journey consulting is based on Service Journey Thinking℠,
COPC Inc.’s exclusive approach to issue resolution. This model looks at
the journey itself rather than focusing on the issue, a single channel,
or even an individual customer. Using this approach, COPC Inc. helps
clients shift their perspective to think of a service interaction as a
continuous conversation – regardless of channel – rather than a series
of individual engagements.
“Customer care operations have the most control, influence and ability
to positively impact the overall customer experience. Our goal is to
help companies successfully meet their customer in whatever channel they
arrive and quickly and easily resolve their issue. If you can do that,
you have not only increased customer satisfaction but have built brand
loyalty that can turn into repeat business, positive word of mouth, and
a reservoir of positive feelings that help insulate you from the next
issue. Our consulting program moves issue resolution from being
accidentally successful to creating purposeful service journeys that are
well designed and effective,” said Cliff Moore, chairman, COPC Inc.
COPC Inc. service journey consulting is part of the company’s customer
experience (CX) management program utilized by major brands in retail,
hospitality, financial services and a host of other industries. The
company advises clients worldwide to improve their CX operations by
offering consulting, training and certification to the COPC Customer
Experience Standard. COPC Inc. provides guidance in many areas including
performance improvement, industry best practices and benchmarking. COPC
Inc. offers an extensive call center management training catalog with
public, private and online courses. Popular courses include COPC® Best
Practices for Customer Experience Operations and COPC® Lean Six Sigma
for Contact Centers.
To learn more, go to https://www.copc.com/what-we-do/customer-experience/service-journeys/.
About COPC Inc.
COPC Inc. provides consulting, training, certification and the RevealCX™
software solution for operations that support the customer experience.
The company created the COPC Standards, a collection of performance
management systems for call center operations, customer experience
management, vendor management, and procurement. Founded in 1996, COPC
Inc. began by helping call centers improve their performance. Today, the
company is an innovative global leader that empowers organizations to
optimize operations to deliver a superior service journey 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
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