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COPC Standards:
A Performance Management Framework
for Customer Experience Operations
The COPC Standards provide a performance management system to measure and improve operations that support the customer experience. This year marks the 20th anniversary of the collection of the COPC Standards and the introduction of a new Standard: the COPC Customer Experience (CX) Standard.
The COPC CX Standard is latest version of COPC’s leading Standard, the COPC Customer Service Provider (CSP) Standard. This newest version broadens best practices found in the CSP Standard and expands it to the entire customer journey. While the COPC CX Standard can still be used with call centers, it also can be applied any type of customer service environment from a retail store to a web-based service.
