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Issue in Implementing Customer Operations Performance Center (COPC)
http://hdl.handle.net/2297/35199
http://hdl.handle.net/2297/35199a42e37f7-3daf-4781-9873-b2bdab7256a4
| 名前 / ファイル | ライセンス | アクション |
|---|---|---|
TE-PR-TODO-Y-431.pdf (85.7 kB)
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| Item type | 学術雑誌論文 / Journal Article(1) | |||||
|---|---|---|---|---|---|---|
| 公開日 | 2017-10-03 | |||||
| タイトル | ||||||
| タイトル | Issue in Implementing Customer Operations Performance Center (COPC) | |||||
| 言語 | ||||||
| 言語 | eng | |||||
| 資源タイプ | ||||||
| 資源タイプ識別子 | http://purl.org/coar/resource_type/c_6501 | |||||
| 資源タイプ | journal article | |||||
| 著者 |
Xu, Yingyu
× Xu, Yingyu× Xi, Xinyuan× Todo, Yuki |
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| 書誌情報 |
Journal of Software Engineering and Applications (JSEA) = Journal of Software Engineering and Applications (JSEA) 巻 6, 号 8, p. 431-433, 発行日 2013-08-01 |
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| ISSN | ||||||
| 収録物識別子タイプ | ISSN | |||||
| 収録物識別子 | 1945-3116 | |||||
| DOI | ||||||
| 関連タイプ | isIdenticalTo | |||||
| 識別子タイプ | DOI | |||||
| 関連識別子 | https://doi.org/10.4236/jsea.2013.68053 | |||||
| 出版者 | ||||||
| 出版者 | Scientific Research Publishing | |||||
| 抄録 | ||||||
| 内容記述タイプ | Abstract | |||||
| 内容記述 | 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. | |||||
| 権利 | ||||||
| 権利情報 | Copyright © 2006-2013 Scientific Research Publishing Inc. | |||||
| 著者版フラグ | ||||||
| 出版タイプ | VoR | |||||
| 出版タイプResource | http://purl.org/coar/version/c_970fb48d4fbd8a85 | |||||
