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  • For Effective Call Center Management- Part 2

    Posted on April 01, 2006 in Contact Centre Ops

    Is it Time for your Annual Check Up? Last month we began to examine how we can truly pay attention to the ‘thousands of moving parts’ in our call centers, drive operational innovation and breakthroughs. We examined the ‘best practice’ model and found it wanting, as it is often without the required context of the […]

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  • For Effective Call Center Management

    Posted on March 01, 2006 in Contact Centre Ops

    Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level. Like all of us they are looking for the magical, simple solution to their issues and challenges; just one thing; the magic pill, silver bullet, panacea that makes […]

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  • Ask the Experts – February 06

    Posted on February 01, 2006 in Contact Centre Ops

    The following are actual questions posed to the TRG experts. You can pose your questions on our website. Daily Metrics Question: “What KPI’s or daily metrics should we be looking at to make sure we are effectively managing our center?” Expert Response: There is no end of reports, metrics or Key Performance Indicators (KPI’s) that […]

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  • History, is it important?

    Posted on February 01, 2006 in Contact Centre Ops

    Edmund Burke (British Statesman and Philosopher, 1729-1797) stated “Those who don’t know history are destined to repeat it.” In a recent book Decision Traps: The Ten Barriers to Decision-Making and How to Overcome Them by Edward Russo he identifies “Not Keeping Track” as one of the ten traps that contribute to poor decision making in […]

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  • Small Call Centers are the forgotten peoples?

    Posted on February 01, 2006 in Contact Centre Ops

    If we were only to read the trade press and technology vendor brochures it would be easy for us to conclude that there are no call centers with less than 100 seats. The reason for this is that it is the larger centers that hold more appeal to us …we like to view things on […]

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  • Ask the Experts – January 06

    Posted on January 01, 2006 in Contact Centre Ops

    The following are actual questions posed to the TRG experts. You can pose your questions on our website. Web Chat Considerations Question: “We are presently researching purchasing a web chat application, We have several companies we are in discussion with, but my interest is on the impact it had on the call center itself and […]

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  • Calibration- Ensuring consistency in your Quality Assurance program

    Posted on January 01, 2006 in Contact Centre Ops

    In previous articles we have examined what best practice organizations do to implement successful and effective Quality Assurance operations. We have reviewed the practice of assessing the quality of the agent voices stream, the transactional quality and value versus fix transactions, monitoring forms, call recording and logging. In this article we examine the often overlooked, […]

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  • Another Year

    Posted on December 01, 2005 in Contact Centre Ops

    So where does the time go? It seems only a few moments ago it was March and now here we are in December. Another year is wrapping up and a new year waiting for us around the next corner. Traditionally this time of year is a time for giving thanks for what we have and […]

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  • The Missing Link?

    Posted on December 01, 2005 in Contact Centre Ops

    A question I often ask call center operators is, “would you be happy receiving the service you provide to your customers?” This question most frequently is rewarded with a few moments of silence. While there are certainly a number of quality operations providing very good service in terms of access, answer quality, ease of use […]

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  • Ask the Experts – November 05

    Posted on November 01, 2005 in Contact Centre Ops

    The following are actual questions posed to the TRG experts. You can pose your questions on our website. Question: I have often heard that we should be posting results in the call center, but I am concerned that this will cause problems to some of the staff. What would you recommend? Anna K. Expert Response: […]

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