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  • Plan, What Plan?

    Posted on November 01, 2005 in Contact Centre Ops

    • 90% of executives see Customer Service as crucial to their future business success, • 70% of senior Customer Service executives said that their company fails to meet their customers’ expectations,-Bain Consulting & ICS. • 92% of customers form their opinions about a company based on their call center experience – Purdue University. • 68% […]

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  • Fault versus Value, What are you generating?

    Posted on October 01, 2005 in Contact Centre Ops

    Every center anywhere has calls or transaction, whether in private for profit, not for profit or even government centers. In each center the calls or transactions fall into one of two categories: a fault call or a value transaction. This simple distinction is key to achieving a high performing call center in any environment. It […]

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  • Chaos Theory in Call Centers

    Posted on October 01, 2005 in Contact Centre Ops

    We are all familiar with Chaos theory otherwise known as the butterfly effect. The theory says that apparently unrelated events may in fact have subtle though direct impact on other apparently unrelated objects. The most familiar example is the butterfly effect, defined below by Wikipedia “The Butterfly Effect is a phrase that encapsulates the more […]

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  • Ask the Experts – September 05

    Posted on September 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: What due Diligence should be done when doing site visits to off shore candidate locations? Jim F. Expert Response: This question addresses likely the most activities that you must address not when you are looking to […]

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  • Alignment…the best tool to keep your call center on track

    Posted on September 01, 2005 in Contact Centre Ops

    We have likely all had problems with our cars. wheel alignment, we are driving along fine and then it starts pulling us to the left or to the right. In short it is pulling us where we don’t wish to go. Call centers may no have a great deal in common with your vehicle but […]

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  • Getting a Close Shave in Customer Service

    Posted on September 01, 2005 in Contact Centre Ops

    Ed Fine is the President of FINEworks, a company that assists organizations in aligning their operations with their corporate strategies. The firm specializes in strategic planning and organizational design and development. With so many companies investing heavily in customer service, and moving the customer experience “up the value chain”, consumers’ expectations for truly seamless service […]

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  • Ask the Experts – June 05

    Posted on June 01, 2005 in Contact Centre Ops

    The following are actual questions posed to the TRG experts. You can pose your questions on our website. Who should ‘own’ the Call Center? Question: Whenever I ask this question, I always seem to get conflicting answers. Should Operations own the center, should it be Sales or should it be marketing? Please let me know […]

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  • Recipe for Success, in Inside Sales

    Posted on June 01, 2005 in Contact Centre Ops

    Inside Sales, an Overview: Inside Sales, Tele-sales, B2B telemarketing, lead generation…it doesn’t matter what you call it, it is one of the most effective forms of selling products and services in the world. To be successful in telesales you need to be focused on your objectives, in control of your calls, work to your plan. […]

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  • The Importance of Forecasts in Contact Centers

    Posted on May 01, 2005 in Call Center ManagementCall Center PerformanceContact Centre OpsForecastingForecasting- WFMOccupancyPeople managementStrategy

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    How often have you seen or heard about call center management struggling with the senior executives or their own staff about the resources needed by the center to do the work. Missed service levels, tired or worn out staff, blocked calls, long hold times are but a few of the issues facing call center management […]

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  • Staff Composition

    Posted on February 01, 2005 in Contact Centre Ops

    Direct labour costs are the single largest cost element in every call or contact center. In most organizations this cost is 60-70% of the total operating expense. With this level of investment effectively configuring, managing and retaining staff in your center is one of the most important challenges any manager faces. The chart below illustrates […]

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