Journal of Software Engineering and Applications

Volume 6, Issue 8 (August 2013)

ISSN Print: 1945-3116   ISSN Online: 1945-3124

Google-based Impact Factor: 0.99  Citations  h5-index & Ranking

Issue in Implementing Customer Operations Performance Center (COPC)

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DOI: 10.4236/jsea.2013.68053    6,255 Downloads   9,437 Views  


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.

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Y. Xu, X. Xi and Y. Todo, "Issue in Implementing Customer Operations Performance Center (COPC)," Journal of Software Engineering and Applications, Vol. 6 No. 8, 2013, pp. 431-433. doi: 10.4236/jsea.2013.68053.

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