A major American retailer struggled with low customer satisfaction and operational inefficiencies in its contact centers. COPC Inc. intervened, achieving significant improvements: 3X ROI with $3M savings in operational costs, a 10% increase in contact center sales, a 40-point rise in CSAT and 30-point reduction in DSAT, and a 60-point accuracy improvement in customer information. Key findings revealed flaws in quality programs, gaps in customer understanding, and inefficient workforce management. COPC Inc. redesigned quality programs, conducted key driver surveys, and implemented side-by-side coaching.

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