Disengagement costs billions. Discover what’s working and how to lead smarter in 2025. hubs.li/Q02Z_fqw0

With 46% of organizations citing staff turnover as a major issue and 38% struggling with recruitment, contact centers face mounting pressure. Ian Aitchison’s latest article shares research insights and strategies to tackle these challenges. hubs.li/Q02_fMwp0

Are you fully leveraging all the features of your CX technology? Ensure you're getting everything your technology offers with journey-based design.

Welcome Jeff Tropeano, our new Executive Vice President, Technology Consulting! With extensive experience in building successful consulting practices. We look forward to the impact Jeff will make in delivering even greater value to our clients.

Think skipping structured reviews saves time? It’s costing more than you think. Real results start with real conversations. Structured reviews matter. 💡hubs.li/Q030ZZjK0

What’s guiding your CX performance—intuition or insight? Demonstrate value and justify investments with industry-specific benchmarks spanning regions, channels, scenarios and more. Discover the benefits of a premium subscription. hubs.li/Q02-ppFL0

Think structured reviews don’t make a difference? These numbers say otherwise. When your employees feel supported and see a path for growth, you enable high-performing teams. hubs.li/Q02Z_qY80

Avoid unnecessary frustration and delays while selecting CX technology providers. Improve transparency and streamline your selection process. hubs.li/Q02PTcb20

CX leaders, here’s a game-changer: 70–80% of customer friction isn’t your agents’ fault—it’s rooted in your internal policies and procedures. 🤔

Gauge your performance with precision. The COPC Premium Benchmarking Dashboards give you in-depth metrics and customizable analysis supported by 15+ years of audited data. Stay ahead of the curve and make smarter decisions that drive results. hubs.li/Q02-pwJg0

𝗕𝗼𝗼𝘀𝘁 𝗔𝗴𝗲𝗻𝘁 𝗣𝗿𝗼𝗱𝘂𝗰𝘁𝗶𝘃𝗶𝘁𝘆: Proper scheduling ensures agents have the right balance of work and breaks, which can improve focus and drive efficiency by 𝗮𝘀 𝗺𝘂𝗰𝗵 𝗮𝘀 𝟭𝟮%, according to Gallup. hubs.li/Q02_gQRD0

These are signals that structured reviews aren’t optional; they’re 100% necessary. If we want engaged teams and strong outcomes, we need to start with meaningful conversations. hubs.li/Q02Z_g7B0

COPC Inc.'s CX Transformation services embed these factors, ensuring your investment in CX tools deliver value: - Alignment with customer journeys - Integration with existing workflows - Continuous optimization based on real-world usage hubs.li/Q02Q-7wg0

CX leaders, here’s the facts: redesigning customer support without a holistic approach is like fixing a leak without turning off the water. To drive real CX transformation, you need to involve these three key departments: - Operations - IT - Compliance

Are you stuck with CX technology that's too complex? Simplify your systems and make them more intuitive with journey-based design. hubs.li/Q02Q8rv30

Forty-six percent of contact center executives report increased frontline staff #attrition in the past year. Our Global Benchmarking Series: Contact Center People Management & Employee Experience report offers insights on managing these challenges. hubs.li/Q02PSC8t0

Choosing the right CX tech starts with three critical steps: - Audit your customer journeys - Define your tech needs - Master the implementation It's not necessarily the selection, it's the implementation and the design that matter most.' Smart planning leads to real CX impact.

Integrating new CX technology can feel like untangling a mess of systems. With journey-based design, you can achieve agility, prevent data silos and ensure consistent customer experiences. hubs.li/Q02PSRNt0

There’s one area where AI is falling short: accurately measuring how well teams resolve customer issues. While it’s great at identifying call drivers and ensuring compliance, its correlation with CSAT results sits at just 70%. Useful? Yes. Perfect? Not yet.

𝗗𝗿𝗶𝘃𝗲 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗥𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻: Overworked agents are a recipe for turnover, but agent-friendly schedules can 𝗯𝗼𝗼𝘀𝘁 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝗯𝘆 𝘂𝗽 𝘁𝗼 𝟮𝟬%, according to ICMI. hubs.li/Q02_hkgc0