Research ArticleOpen AccessGoogle Scholar indexed
Issue in Implementing Customer Operations Performance Center (COPC)
China Soft International Technology Service Ltd., Shanghai, China
LeLe Mother’s Maternal Store Ltd., Shanghai, China
Department of Electrical and Computer Engineering, Kanazawa University, Kanazawa, Japan
- 1 China Soft International Technology Service Ltd., Shanghai, China
- 2 LeLe Mother’s Maternal Store Ltd., Shanghai, China
- 3 Department of Electrical and Computer Engineering, Kanazawa University, Kanazawa, Japan
Journal of Software Engineering and Applications·Volume 06 (2013)·Pages 431–433·Published 26 July 2013·DOI10.4236/jsea.2013.68053
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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.
KeywordsCOPCIT Management
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