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QPO Inc. Launches Series of Regional Events, ‘Let’s Talk Quality’ in Austin, TX

Friday, April 29, 2011

Quality Process Optimization Inc. (QPO Inc.) launches its first of a series of regional events, “Let’s Talk Quality.”  

QPO Inc. Launches Series of Regional Events, ‘Let’s Talk Quality’ in Austin, TX


Quality Process Optimization Inc. (QPO Inc.) launcheS its first of a series of regional events, “Let’s Talk Quality.”


These events will be held around the U.S. in various cities in the coming months.  The goal of these events is to bring contact center executives together to discuss topics relevant to improving the customer experience and achieving overall business goals through the contact center.  These events will provide valuable insights into the latest quality and customer experience trends and provide a forum for executives to network and share best practices. 


The first of these events will be held in Austin, Texas and will be led by Peter Bloom, Co-Founder of Customer Operations Performance Center Inc. (COPC Inc.) and Chairman of QPO Inc.  In this discussion, titled “From Customer Interaction to Customer Experience” , Peter will discuss how companies can turn customer interactions into positive customer experiences, leading to increased revenues and reduced costs.  By better managing the customer experience through a disciplined approach focused on specific attributes, companies can achieve this transformational improvement much easier than one might think.

 

QPO Inc. Launches New Web Site

Thursday, April 28, 2011

Quality Process Optimization Inc. (QPO Inc.) is pleased to announce the launch of our new web site, www.qpoinc.com.

QPO Inc. Launches New Web Site


Quality Process Optimization Inc. (QPO Inc.) is pleased to announce the launch of our new web site, www.qpoinc.com.

The web site is designed to be a content-rich website regarding QPO™ services as well as a tool for updating visitors on latest developments, case studies, white papers, and events that QPO Inc. will either be hosting or attending. 

More features, content, and functionality will continue to be added to the web site in the coming weeks and months.

 

Article Written by QPO Inc. Published in CRM Magazine

Friday, April 22, 2011

“Why Do You Spend So Much And Get So Little From Your Quality Program?” , written by QPO Inc., is published in the Spring edition of CRM Magazine.  

Article Written by QPO Inc. Published in CRM Magazine


“Why Do You Spend So Much And Get So Little From Your Quality Program?” , written by QPO Inc., is published in the Spring edition of CRM Magazine.


In this article, QPO Inc. discusses why many organizations invest a huge amount of time and resources in quality programs, but often receive little to no return on that investment.  QPO Inc. reviews the seven most common pitfalls of most quality programs and how they can impact not only your contact center but your overall business. 

By learning how to identify these common pitfalls and understanding the impact they may be having on your company’s performance, you will see how transforming your quality process to avoid these typical mistakes can result in significant improvement in the areas of customer satisfaction, sales, cost, and compliance.

Click here to view the article

 

QPO Inc. Announces Addition of Shelly Robertson as Vice President, Business Development

Friday, October 1, 2010

Quality Process Optimization Inc. (QPO Inc.) is pleased to announce the addition of Shelly Robertson as Vice President, Business Development.  

QPO Inc. Announces Addition of Shelly Robertson as Vice President, Business Development


Quality Process Optimization Inc. (QPO Inc.) is pleased to announce the addition of Shelly Robertson as Vice President, Business Development.

Shelly has over 16 years experience in the customer contact center industry, most recently in the capacity of COO for Genesys Conferencing Inc., a global, multimedia conferencing company.  As COO, Shelly was responsible for service operations worldwide, including conference call production, IT and Telecom infrastructure, and Tier 1 and Tier 2 customer support and billing operations.  While COO at Genesys, Shelly hired COPC Inc. in 2002 and worked closely with them during her tenure to implement the principles of the COPC® Family of Standards.  Through this effort, she achieved improved service, quality, and customer satisfaction while lowering costs.  In addition, for 5 years starting in 2005, Shelly served on the COPC Inc. Standards Committee, an independent governing body of senior managers from the customer contact center industry responsible for the COPC® Family of Standards and related COPC® Certification Processes.

Shelly brings a wealth of experience to the QPO Inc. senior management team through her practical experience in implementing COPC Inc. and QPO Inc. best practices.

She resides in the Washington, DC metro area and has a Bachelor of Arts degree from University of Chicago and an MBA from Georgetown University.

 

QPO Inc. Launches the QPO™ Customer Experience Tool (CET)

Wednesday, September 1, 2010

Quality Process Optimization Inc. (QPO Inc.) announces the launch of its proprietary and revolutionary QPO™ Customer Experience Tool (CET).  

QPO Inc. Launches the QPO™ Customer Experience Tool (CET)


Quality Process Optimization Inc. (QPO Inc.) announces the launch of its proprietary and revolutionary QPO™ Customer Experience Tool (CET).

QPO Inc. has found that many well- intentioned quality programs are limited by the technology of their monitoring tools. Companies struggle with solutions that do not have the level of flexibility and reporting required to capture meaningful data and provide measurements that are truly representative of the customer’s experience.  This becomes a significant barrier in allowing the quality program to drive significant performance improvement. 

QPO Inc. developed CET, based on 15 years experience, to overcome these issues and ensure that the data captured through the QPO™ approach is accurate, actionable, and flexible enough to adapt to the ever-changing dynamics inherent to the contact center industry.

CET is integrated seamlessly with the QPO™ methodology to ensure that the quality process can be linked to real business outcomes. 

Some of the features unique to CET are:

  • Flexible form structures and scoring options:  No longer are organizations tied to one form structure or one scoring methodology. 
  • Multiple levels of attributes:  CET is designed to capture multiple levels of attributes which are critical to capturing causal factors of errors.
  • Ability to report multiple quality results, instead of one overall score: Overall scoring approaches often mask actual performance.  CET allows for data and trend reporting of multiple metrics to provide a more accurate reflection of performance. 
  • Business Intelligence data captured through QPO™ Insights:  CET allows for ‘non-scoreable’ data to be captured from the customer’s perspective.  This provides valuable insights to senior management for everything from marketing promotions, sales approach success, and customer reactions to process changes. 
  • Ability to “slice and dice” data in many ways relevant to each unique business entity, without limitations:  Data fields are entirely customizable in CET and can be used to filter data in an infinite number of ways. 
  • Pareto reports of most frequently occurring errors and root causes for each:  Dynamic Pareto reports are generated to drill down to the reasons for errors.  No longer do companies have to spend valuable time exporting data to create these types of reports. 

CET enables QPO Inc. to deliver the most robust, accurate and valuable data to its clients and will continue to enhance the tool with additional functionality.  Below are a few examples of the reports available in CET.

Click here to see screen shots and learn more about CET

 

COPC Inc. Announces New Career Opportunities for Quality Process Optimization Inc. (QPO Inc.)

Thursday, July 29, 2010

COPC Inc. recently announced the launch of a new service offering, Quality Process Optimization Inc. (QPO Inc).  To support the growth of this new offering, QPO Inc. is hiring for several positions.  

COPC Inc. Announces New Career Opportunities for Quality Process Optimization Inc. (QPO Inc.)


Customer Operations Performance Center, Inc. (COPC Inc.) recently announced the launch of a new service offering, Quality Process Optimization Inc. (QPO Inc).  To support the growth of this new offering, QPO Inc. is hiring for several positions.  Details can be found on the QPO Inc. web site, www.qpoinc.com:


Quality Specialists: 

Quality Specialists will be an integral part of the QPO Inc. team.  This position is ideal for talented and experienced Quality staff who want to join a growing company while contributing their Quality skills and knowledge to support client needs and performance improvement efforts. 

Responsibilities include:

  • Monitor transactions for assigned client programs
  • Use appropriate quality forms and definitions for assigned programs
  • Use quality monitoring tools, systems, and processes as directed
  • Conduct ad-hoc monitoring and research for purposes of identifying and improving key business issues
  • Adhere to monitoring requirements to meet sampling objectives
  • Consistently demonstrate accuracy in scoring
  • Participate in internal and client calibration efforts as directed
  • Maintain knowledge and understanding of assigned client program’s products and processes through ongoing training and handling end-user transactions
  • Identify trends as observed in monitoring efforts and participate in problem solving process


Quality Consultants:

Quality Consultants will also be an integral part of the QPO Inc. team.  Quality Consultants will use root cause analysis and problem solving skills to analyze Quality data and provide solutions to clients to consistently drive performance improvement.

Responsibilities include:

  • Monitor transactions for assigned client programs
  • Use appropriate quality forms and definitions for assigned programs
  • Use quality monitoring tools, systems, and processes as directed
  • Consistently demonstrate accuracy in scoring
  • Participate in internal and client calibration efforts as directed
  • Maintain knowledge and understanding of assigned client program’s products and processes through ongoing training and handling end-user transactions
  • Analyze large volumes of data and transaction monitoring results, resulting in actionable improvement recommendations
  • Effectively, articulately, and convincingly communicate findings to QPO and client management
  • Identify trends and business level improvement opportunities, participate in root cause analysis and problem solving process, provide recommendations for improvement

 

COPC Inc. Launches Quality Process Optimization (QPO Inc.) Service Offering

Tuesday, June 8, 2010

Austin, Texas – COPC Inc. today announced it is launching a new service offering, QPO Inc. and has signed its first contract with Aegis Limited, a global business process outsourcing (BPO) provider.  

COPC Inc. Launches Quality Process Optimization Inc. (QPO Inc.) Service Offering


COPC Inc., a Globally Recognized Authority on Customer Contact Center Operations, Utilizes Best Practices and COPC® Family of Standards to Deliver Outsourced Quality Function


The QPO Solution Enables Aegis Limited to Deliver Consistent, High Performance Contact Center Services Worldwide


Austin, Texas (June 8, 2010) – Customer Operations Performance Center Inc. (COPC Inc.), the world’s leading authority on quality standards and processes for managing, measuring, and improving the customer experience as well as the overall effectiveness of contact centers globally, today announced it is launching a new service offering, QPO Inc., and has signed its first contract with Aegis Limited, a global business process outsourcing (BPO) provider. QPO Inc. is designed for both internal and outsourced customer service providers who wish to outsource their quality function and to deliver consistent, high performance contact center services worldwide by utilizing quality monitoring, management, reporting and analysis, business insights, and business performance improvement recommendations based upon the COPC® Family of Standards and best practices.

“COPC Inc. spent 15 years perfecting our quality approach and best practices with over 1,200 organizations globally,” said Peter Bloom, COPC Inc. Co-Founder and President of QPO Inc.  “A world-class quality program, built on COPC-2000® CSP Standards, helps organizations achieve fast and lasting improvements in customer satisfaction, sales, compliance and cost.  We are utilizing this expertise to provide QPO Inc. services, an exciting and robust quality program and infrastructure critical to achieving and sustaining world-class quality, high performance and continuous improvement.”  

COPC Inc. offers an unmatched solution for contact service providers seeking an independent, third party provider to manage quality within an organization, across multiple vendors or around the world.  A best practice quality program is critical to accurately measuring the customer experience, identifying issues impacting sales and cost performance, providing unbiased quality audits and actionable data, and delivering accurate and unbiased feedback from quality experts.  For an organization to take advantage of such a program and achieve sustainable performance improvement, operations must be willing and effective at implementing appropriate operational and process level changes. 

Peter Bloom commented, “We are pleased to report that our first QPO Inc. client, Aegis Limited, has undergone our baseline audit process and is implementing operational and process-level changes.  COPC QPO gives organizations and their service providers a more consistent, scalable, and best-in-class quality approach.  Having a robust quality process and infrastructure, managed and executed by COPC Inc., contributes not only to improvements in customer satisfaction and first call resolution, but also to improvements of key business objectives such as improved sales, reduced costs and enhanced efficiencies.  QPO services are designed for any contact center operation that wants to implement dramatic improvements in their quality function and infrastructure, while utilizing the expertise, scale, and processes of QPO through COPC Inc.”

About COPC Inc.

Customer Operations Performance Center Inc. (COPC Inc.) is the world's leading independent authority on service-chain operations management, including performance improvement for buyers and providers of customer service, customer contact center and business process outsourcing operations.  Since 1996, COPC Inc. has helped more than 1,200 organizations in over 50 countries improve the customer experience as well as other key performance indicators such as sales and cost by using the COPC® Family of Standards, the industry's first and most comprehensive set of performance management operating models for customer service operations. Today, COPC Inc. 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 or email to info@copc.com.

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COPC Inc. media contact:
Lezli Harrell
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