COPC Inc. and SOCAP International Expand Customer Care Benchmarking Relationship.Organizations Extend Groundbreaking Teamwork (product, software, tool) Teamwork - A SASD tool from Sterling Software, formerly CADRE Technologies, which supports the Shlaer/Mellor Object-Oriented method and the Yourdon-DeMarco, Hatley-Pirbhai, Constantine and Buhr notations. Benchmarking Automotive Customer Service Standards, Adding Five Industry Segments to Research and Reporting Agenda AUSTIN, Texas -- COPC COPC Community Outreach Partnership Center COPC Community-Oriented Primary Care COPC Chemical of Potential Concern COPC Contaminant of Potential Concern COPC Customer Operation Performance Center COPC Constituent of Potential Concern (EPA) Inc. (Customer Operations Performance Center Inc.), the world's leading authority on customer contact centers and vendor management operations, and SOCAP SOCAP Society Of Consumer Affairs Professionals in Business SOCAP System for Operations Crisis Action Planning SOCAP Society of Consumer Affairs Professionals International International (Society of Consumer Affairs Professionals), a professional society of best-in-class customer care experts from the Fortune/Forbes 1000, today announced a strategic partnership expanding their groundbreaking work in customer service standards benchmarking. As a result of their success with the automotive industry The automotive industry is the industry involved in the design, development, manufacture, marketing, and sale of motor vehicles. In 2006, more than 69 million motor vehicles, including cars and commercial vehicles were produced worldwide. , COPC Inc. will work with SOCAP to benchmark several additional industries including household/personal care, food/beverage, retail/consumer goods, pharmaceutical/medical devices and travel/hospitality. As a leading authority on customer contact centers, COPC Inc. will conduct industry benchmarking and measure the results against their existing customer service and performance management database comprised of information obtained from over 1,200 client engagements. Participating companies will be benchmarked on a variety of best practices and performance metrics Performance metrics are measures of an organizations activities and performance. Performance metrics should support a range of stakeholder needs from customers, shareholders to employees [1]. such as overall customer satisfaction. SOCAP will use the data to provide strategic insights that companies in these industry verticals can utilize to significantly improve their customer's experience. The findings will be jointly presented at the 2009 SOCAP Symposium symposium In ancient Greece, an aristocratic banquet at which men met to discuss philosophical and political issues and recite poetry. It began as a warrior feast. Rooms were designed specifically for the proceedings. , April 19-22, in Chicago, IL. Companies that both participate in the effort and register for the Symposium will have access to the final report. "SOCAP is a leader in connecting our members with best practices that support the consumer," said Matthew D'Uva, president of SOCAP. "We look forward to formalizing this connection by bringing in the industry research expertise of COPC Inc. for this important partnership." During the past three years, COPC Inc. and SOCAP have conducted annual customer service benchmarking studies of the automotive industry, and the results are compared with the proprietary automotive database of COPC Inc. to identify current customer service standards for the automotive industry. Companies receive results at the annual Automotive Summit and are able to measure their performance against carefully validated val·i·date tr.v. val·i·dat·ed, val·i·dat·ing, val·i·dates 1. To declare or make legally valid. 2. To mark with an indication of official sanction. 3. industry data. "COPC Inc. is pleased to partner with SOCAP to provide these important customer service insights. The information not only benefits companies within these specific industries, it allows us to identify and improve customer satisfaction issues that affect organizations across industries and geographies," said Cliff Moore Moore, city (1990 pop. 40,761), Cleveland co., central Okla., a suburb of Oklahoma City; inc. 1887. Its manufactures include lightning- and surge-protection equipment, packaging for foods, and auto parts. , chairman and co-founder of COPC Inc. For more information about this benchmarking initiative, please contact Marjorie Bynum of SOCAP at 703-519-3700. About COPC Inc. Customer Operations Performance Center Inc. (COPC Inc.) is the world's leading authority on service-chain operations management Operations management is an area of business that is concerned with the production of goods and services, and involves the responsibility of ensuring that business operations are efficient and effective. , including performance improvement for buyers and providers of customer service, customer contact center and business process outsourcing Business process outsourcing (BPO) is the contracting of a specific business task, such as payroll, to a third-party service provider. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain its position in operations. Since 1996, COPC Inc. has helped more than 1,000 organizations in 50 countries improve customer service by using the COPC([R])Family of Standards, the industry's first and most comprehensive set of performance management operating models Operating Model is a term that is used in many contexts. In essence an operating model describes how an organization operates across both business and technology domains. The Operating Model describes what is important for the organization. for customer service operations. Today, it remains the only performance-driven and industry-governed global best practices model that simultaneously increases both customer satisfaction and profitability. For further information, please visit www.copc.com. About SOCAP Founded in 1973, SOCAP International represents a thriving thrive intr.v. thrived or throve , thrived or thriv·en , thriv·ing, thrives 1. To make steady progress; prosper. 2. global profession of best-in-class customer care experts across all industries. SOCAP is a member-driven organization committed to promoting customer care and customer engagement as a competitive advantage in business. The Association's members include vice presidents, directors, managers and supervisors of customer care and consumer affairs from top Fortune/Forbes 1000 companies as well as hundreds of business partner organizations. SOCAP provides the educational tools and professional resources to help its members to drive business transformation within their companies. Additionally, SOCAP's exclusive network gives members access to thousands of customer care experts across the globe. Visit www.socap.org for more information on SOCAP International. |
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