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A. M. Susskind, C. P. Borchgrecink and K. Michele Kacmar, “Customer Service Employees’ Behavior Intentions and Attitudes: An Examination of Construct Validity and a Path Model,” Hospitality Management, Vol. 19, No. 1, 2000, pp. 53-77. doi:10.1016/S0278-4319(99)00030-4

has been cited by the following article:

• TITLE: Issue in Implementing Customer Operations Performance Center (COPC)

  AUTHORS: Yingyu Xu, Xinyuan Xi, Yuki Todo

  KEYWORDS: COPC; IT Management

  JOURNAL NAME: Journal of Software Engineering and Applications, Vol.6 No.8, July 26, 2013

  ABSTRACT: Customer Operations Performance Center Inc (COPC) is the world’s leading authority on Contact Center Operations Management. The COPC 2000 Standard is a comprehensive operating model for Contact Centre Operations. It is a world-wide benchmark and certification for contact centers. As well as an overall performance management system, COPC is designed to reduce costs, increase revenue, and improve service, quality and customer satisfaction. However, many COPC implementation projects failed. In this study, we first review the process of implementing COPC. Then, we identify major barriers in implementing COPC. Organizations should take proper measures in overcoming these barriers to ensure successful implementation of COPC.