Cliff Moore is co-founder and chairman of COPC Inc. Based on his extensive experience with performance management systems, Cliff led the research and the working sessions to develop the COPC Customer Service Provider (CSP) Standard in 1996. This industry standard for performance in customer contact operations has become the foundation for the COPC® Family of Standards, which today are known as the most rigorous and prestigious performance management systems in the customer contact industry. At COPC Inc., Cliff works with senior management teams at dozens of Fortune 500 firms, developing and implementing service and performance improvement strategies. His client work includes major consumer brands such as American Express, AT&T, Bell Atlantic, GE, IBM, Xerox and the U.S. Postal Service. Cliff is a recognized expert in outsourced customer contact operations. He has worked with leading outsource providers in some of the fastest growing markets in the world, including India, the Philippines, China, Pakistan, Northern and South Africa, Eastern Europe, and Latin America. Coupled with his knowledge of buyers of customer contact services, Cliff provides COPC Inc. clients valuable insight regarding how operational performance affects the customer experience. Prior to founding COPC Inc., Cliff was a vice president at Temple, Barker & Sloane (known today as Mercer Management Consulting), where he directed the firm’s quality management practice. He also was a consultant for Coopers & Lybrand’s Management Consulting Services in Washington, D.C. Cliff received his MBA from the Darden School at the University of Virginia and has a BS in Business Administration from Old Dominion University.