Issue in Implementing Customer Operations Performance Center (COPC)

Abstract

<p class="MsoNormal"> <span lang="EN-US">Customer Operations Performance Center</span><span lang="EN-US"> </span><span lang="EN-US">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.</span><span lang="EN-US"> </span><span lang="EN-US">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</span><span lang="EN-US"> </span><span lang="EN-US">these barriers to ensure successful implementation of COPC.</span><span lang="EN-US"><o:p></o:p></span> </p