New contact center group formed

Customer Operations Performance Center Inc. has announces the launch of the Customer Contact Center Leadership Chapter of the International Association of Outsourcing Professionals. IAOP is a membership-based organization of some 400-plus organizations focused on outsourcing as an industry and as a management practice which provides services including networking, research, training, and certification.

The Customer Contact Center Leadership chapter will operate under charter from IAOP. Key areas of focus will include operations management; performance improvement; contact center and business process outsourcing strategy; vendor selection; and vendor management.

Knowledge exchange facilitated by the chapter promises to include global best practices in strategy, processes, people and technology, continuous improvement (e.g., Six Sigma), KPIs and metrics, benchmarks, and targeted functional areas.

The inaugural meeting of the Customer Contact Center Leadership Chapter of IAOP will be held via webinar on December 12, 2006 from 11am to noon, Eastern Standard Time. Cliff Moore, COPC Inc. chairman and co-founder, will serve as chair and discuss overall outsourcing and off-shoring trends observed for multinational companies.

Founded in 1996, Customer Operations Performance Center Inc. bills itself as “the world’s leading authority on operations management and performance improvement for buyers and providers of customer contact center and business process outsourcing services.” Today, COPC Inc. has clients in fifty countries, with customers including Accenture, Apple, BT Group, Bertelsmann Arvato, Blue Cross Blue Shield, Cable & Wireless, Citigroup, Convergys, Genpact, HP, Lenovo, Microsoft, NTT, Sony, Telefónica, Telstra, and Wipro.