: Aligning business goals with customer expectations in a digital-first world.
: Replaces "Skills" to apply to both human and machine proficiencies. copc updated
Full certification and recertification shift to the 8.0 standard [11]. Why It Matters: : Aligning business goals with customer expectations in
The last major update to the COPC Standard occurred before the widespread adoption of generative AI, before the "Great Resignation" decimated contact center staffing models, and before the consumer expectation shifted from "speed" to "effortless resolution." copc updated
Common challenges when implementing COPC include: