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  • Call Center Zen- Everything is Connected

    Posted on December 04, 2006 in Customer SatisfactionOpinion

    We have all heard that when a butterfly flaps its wings in the Amazon rain forest it can cause an avalanche in the Swiss Alps. This story reflects a belief and understanding that everything is connected to everything else. This is certainly true in a contact center environment. In continuing to assess call and contact […]

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  • What do you expect, when the unexpected happens?

    Posted on December 03, 2006 in Uncategorized

    It was a beautiful day, light snow/freezing rain falling ( here 2 hours north of Toronto) on Friday. As night fell the wind whipped up. I woke up in the morning and wondered why it felt cool. A quick check determined that the power was out. No doubt the wind and freezing rain had brought […]

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  • Ask the Experts – December 06

    Posted on December 01, 2006 in Uncategorized

    Distributed Call Centers Question: “I currently manage a Wireless Voice support team for a Telecom company. Under a recent re-org I will now also manage a Wireless Data support team as well. Both are call center environments. My challenge is the Voice team is in eastern US, and the Data team is in Central US. […]

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  • Sometimes the future is obvious

    Posted on December 01, 2006 in Offshoring-Outsourcing

    Just saw an article in the local paper today. A company we had spoken to about a year ago, they were interested in outsourcing their call center services to India, we recommended against it as we felt that as new business, trying to establish themselves they would be better to retain close control of their […]

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  • Home is where the heart is (of your business – dummy!)

    Posted on December 01, 2006 in Site Selection

    Wondering where to find the room to grow your call center has kept call center executives awake for many a night. Some of us remember trawling the Interstate highways looking for Nirvana – a pocket of reasonably well educated but unemployed Americans looking to work in a call center. And once we found it, holding […]

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  • When Outsourcing, Hope is not a Strategy

    Posted on November 28, 2006 in Offshoring-Outsourcing

    Almost every day we read about another company or organization announcing that they are outsourcing or off-shoring some function or work, often call centers. It is now fashionable to do so. For example just today I read that 43 states have outsourced federal programs they administer. One hears less frequently of the failures and problems […]

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  • Sometimes the future is obvious

    Posted on November 26, 2006 in Offshoring-Outsourcing

    Just saw an article in the local paper today. A company we had spoken to about a year ago, they were interested in outsourcing their call center services to India, we recommended against it as we felt that as new business, trying to establish themselves they would be better to retain close control of their […]

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  • Are Contact Centers a Loyalty Leak?

    Posted on November 24, 2006 in Customer Satisfaction

    The increasingly important role that call and contact centers are playing as the primary communications conduit between a company and their customers, inevitably leads to customers judging the company based upon the access and service quality the center delivers. (In a Purdue University study 92% of consumers said they formed their opinions regarding a company […]

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  • Is Your Call Important?

    Posted on November 23, 2006 in Opinion

    We have heard the phrase a thousand times…”your call is important to us please hold”. This is the standard message we hear when we call a company’s call center. Interspersed we may hear about “an unexpectedly high call volume” and other variations on the theme. All of these messages serve to keep us informed of […]

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  • Ask the Experts – November 06

    Posted on November 01, 2006 in Uncategorized

    The following are actual questions posed to the TRG experts. You can pose your questions on our website. Trough of Despair Question: “I was a meeting the other day where one of the Managers suggested that the biggest challenge with an oncoming initiative was going to be the ‘Trough of Despair’ and I had never […]

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