: Recent updates from companies like RIEGL (February 2024) have integrated COPC into their "Deep Learning Suite".
| Agent Type | Minimum Version Required | |-------------|--------------------------| | Linux (systemd) | copc-agent 2.0.1+ | | Windows | copc-win 2.0.0+ | | Kubernetes admission controller | copc-k8s v1.0+ (new) | | Envoy external auth filter | copc-envoy 2.0+ |
Large outsourcers, in-house teams with >200 agents, and any BPO trying to win a banking or healthcare RFP. copc updated
Customers routinely switch between self-service portals, social media, live chat, and voice within a single resolution journey.
The update requires a modernization of the Quality Assurance (QA) program. Leaders can no longer rely on random sampling of 2-3 calls per agent per month. The new standard encourages the use of technology to analyze a larger sample size of interactions, aiming for a "big data" approach to quality. : Recent updates from companies like RIEGL (February
: The Release 8.0 standard is available for download and use. Upskill Training
COPC has refined its approach to efficiency. The updated standard places less emphasis on rigid Average Handle Time (AHT) targets. Instead, it prioritizes First Contact Resolution (FCR) and Customer Effort Score (CES), recognizing that longer conversations often yield better long-term resolutions. 4. Proactive Quality Assurance (QA) The update requires a modernization of the Quality
: Introduces flexible, customized scorecards to better fit specific operational models.
Solid, but prepare for heavy lifting. The COPC update is a gold standard for enterprise CX (think Fortune 500), but it is overkill for small BPOs. If you have the data maturity to handle it, this will separate you from competitors who are still stuck in the call-center era.
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