Keynomics And COPC Inc. Team to Drive Improvement In Contact Center Agent Performance. Check it out:
Keynomics and Performance Improvement Consulting Division of COPC Inc. Team to Drive Improvements in Overall Quality of Contact Center Agents
Teaming arrangement focuses on keyboarding weakness affecting the quality process in contact centers.
Williamsville, NY Customer Operations Performance Center Inc. (COPC Inc.), global experts in contact center excellence, and Keynomics LLC, industry leader in workstation optimization, announced a teaming arrangement designed to address improvement of agent keyboarding training and performance as it relates to the overall service quality of client contact centers.
"For over 25 years, Keynomics has monitored changes in call centers. Through the evolution, multitasking skills have become critical for maintaining a competitive advantage, saving money, and retaining customer loyalty," said David Rogers CEO of Keynomics. "Our teaming agreement with COPC Inc. will bring the advantages of keyboard training to light and identify how this training enhances the ability to Talk, Type, Listen."
The arrangement between COPC Inc.'s Performance Improvement Consulting Division and Keynomics represents a complementary coupling of problem identification with best practice solutions, the total impact of which provides clients with improved quality and operational performance.
President and co-founder of COPC Inc., Peter Bloom, explained, "COPC Inc. is the leader in contact center operational assessments, having conducted more than 800 such evaluations. During an assessment, we work with clients to identify areas in need of improvement relating to service, quality, cost, and revenue with a focus on increasing customer satisfaction and profitability. We then work with those clients to implement the necessary improvements typically at the management level. Quite often, however, our assessment identifies agent level issues so we partner with best of breed providers that have proven solutions, like Keynomics when we identify keyboard proficiency as a high priority need."
"Were excited about working with Keynomics, Bloom continued. "We work with companies daily, who are mandated with improving their bottom line while at the same time improving the overall quality within the call center. We see this relationship as a natural extension of the growing need for ongoing performance improvement."
About COPC Inc.
Customer Operations Performance Center Inc. (COPC Inc.) is the worlds leading authority on operations management and performance improvement for buyers and providers of customer contact center and business process outsourcing (BPO) services. The COPC® Performance Management System includes site certification programs, operational management training, Six Sigma in Contact Centers, performance improvement consulting and vendor sourcing and management services.
Since 1996, COPC Inc. has helped organizations in 35 countries drive results averaging two to five times Return on Investment (ROI) with a payback of less than one year. These results are achieved by leveraging the COPC® Family of Standards, the industrys oldest, most rigorous and only high performance set of global best practices and performance metrics that simultaneously increases customer satisfaction and profitability.
Global clients include Accenture, Apple, BT Group, Bertelsmann Arvato, Blue Cross Blue Shield, Cable & Wireless, Citigroup, Convergys, Genpact, HP, Lenovo, Microsoft, NTT, Sony, Telefónica, Telstra, and Wipro. For additional information, visit www.copc.com.
About Keynomics
Keynomics is the Industry Leader in Workstation Optimization for Contact Centers, Claims Processing Departments, and Enterprise Back Office Operations. The Keynomics Performance System automatically customizes keyboard typing and keystroke accuracy courses, transforming call center agents into transparent keyboard users. These improvements in the ability to multitask to Talk, Type, Listen, leads to superior quality, cost savings, and improved productivity. Keynomics is the only company to contractually guarantee improvements in typing speed and keystroke accuracy. For over 25 years, Keynomics Training has improved keyboarding and office ergonomics techniques for Fortune 1000 companies. Keynomics services clients in Insurance, Health Care, Finance, Credit Card Processing, Outsourcing, Training, Utilities, and more. Keynomics is based in San Francisco, California.
For more information contact us at: [email protected]. And visit Keynomics on the web at: http://www.keynomics.com.
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