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.