With the market competition intensifies, enterprises focusing on core business has become the most important rules of survival. Therefore, more and more enterprises adopt outsourcing as critical business initiatives due to its effectively reduce costs, enhancing the core competitiveness of enterprises and other characteristics. Duroc, a famous American management scholars had predicted: “In ten to fifteen years within any business background to support not only to do the work of creating turnover should be outsourced.” Do what you do best (your core competency) and outsource the rest. It has become an irreversible trend. In this paper, we will introduce the business value of IT outsourcing, discuss IT outsourcing industry’s strengths and weaknesses, finally we will provide corresponding countermeasures based on the discussion.
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.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
hi@scite.ai
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.