CRM Leadership Center: COPC Inc. Launches IAOP Customer Contact Center Leadership Chapter
Global Expert in Contact Center Excellence Establishes Venue for On-going Knowledge Exchange and Discussion
Customer Operations Performance Center Inc. (COPC Inc.), global expert in contact center excellence, announces the launch of the Customer Contact Center Leadership Chapter of the International Association of Outsourcing Professionals (IAOP). The COPC Inc. led chapter will operate under charter from IAOP, a global membership-based organization focused on outsourcing as an industry and as a management practice providing a wide array of services including networking, research, training, and certification. IAOP Chapters provide a framework for members to collectively focus on professional development, networking and the advancement of outsourcing within specific areas of common interest.
The COPC Inc. Customer Contact Center Leadership Chapter will provide thought leadership, insights and knowledge exchange centered around core and emerging capabilities and challenges for global buyers, providers, and advisors in the contact center and related business process outsourcing (BPO) arenas. Key areas of focus will include operations management, performance improvement, contact center and business process outsourcing strategy, as well as vendor selection and management. Observations and opportunities for providers, contact center and BPO services will be based on COPC Inc.'s operational certification and sourcing work with more than 1,000 Customer Service Provider (CSP) locations world-wide.
Knowledge exchange facilitated by the Chapter will include global best practices in strategy, processes, people and technology, continuous improvement (e.g., Six Sigma), KPIs and metrics, benchmarks, and targeted functional areas (establishing and closing outsourcing relationships/ programs, transaction and quality monitoring, workforce management, etc.)
The inaugural meeting of the Customer Contact Center Leadership Chapter of IAOP will be held via webinar on Tuesday, December 12, 2006 from 11:00 am to 12:00 noon. Cliff Moore, Chairman and Co-Founder of COPC Inc., and chapter chair, will discuss overall outsourcing and off-shoring trends observed for multinational companies who outsource/ offshore portions or all of their contact center and BPO functions. For more information visit the COPC Inc. website, www.copc.com.
About COPC Inc.
Customer Operations Performance Center Inc. (COPC Inc.) is the world's leading authority on operations management and performance improvement for buyers and providers of customer contact center and business process outsourcing (BPO) services. The COPC® Performance Management System includes operational certification programs, operational management training, Six Sigma in Contact Centers, performance improvement consulting, and vendor sourcing and management services.
Since 1996, COPC Inc. has helped organizations in 50 countries drive results averaging two to five times Return on Investment (ROI) with a payback of less than one year. These results are achieved by leveraging the COPC® Family of Standards, the industry's first performance management and certification system which, today, remains the most rigorous and only high performance set of global best practices and performance metrics that simultaneously increase customer satisfaction and profitability.
Global clients include Accenture, Apple, BT Group, Bertelsmann Arvato, Blue Cross Blue Shield, Cable & Wireless, Citigroup, Convergys, Genpact, HP, Lenovo, Microsoft, NTT, Sony, Telefónica, Telstra, and Wipro. For additional information, visit www.copc.com.
About IAOP
IAOP's global membership encompasses more than 400 organizations from around the world representing almost every industry segment and functional activity. Through professional and ethical standards, the Certified Outsourcing Professional (COP) Program, The Outsourcing World Summit®, and recognitions such as The Outsourcing Hall of Fame and The Global Outsourcing 100, IAOP is advancing one of the 21st century's most important new management fields - outsourcing. To learn more, visit www.outsourcingprofessional.org.