Copc __top__ [ 2026 Edition ]

It was a revelation. COPC called it "functional separation." Sara created a small "Resolution Squad"—ten senior agents who took no inbound calls. Their only job: analyze root causes, call back customers who were abandoned, and fix systemic issues.

He gave them six months to fix it or lose the contract with their largest client, a European telecom. It was a revelation

On day one, Viktor sat with Sara and asked one question: “What is your transaction flow for a password reset?” call back customers who were abandoned

But how?

Six months after certification, Sara was asked to speak at a COPC conference in Dublin. She titled her talk: The Cost of a Human Moment. a European telecom. On day one