AFFINITYIn October 2014 Global Affinity, Panama, became the first contact center which certified the COPC standard – version 5.1 GMD in this country and other Central American countries. We had the opportunity to interview Maricarmen Fonseca, Director of operations and with Jovanna Girón, Manager and coordinator of the company’s management system. Both, they shared details of the experience of certification COPC, the notable improvements in terms of metrics results and how the process strengthened the team and the link with the customer.  Read More