Demo

Blog

  • Ask the Experts – June 06

    Posted on June 01, 2006 in Contact Centre Ops

    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. […]

    Read more
  • Attrition Management

    Posted on June 01, 2006 in ACMCall Center ConsultingContact Centre OpsCustomer SatisfactionPeople managementPlanningQuality

    Tags:

    This document discusses a few of the factors that affect turnover and presents ideas and approaches that reduce turnover to more acceptable levels. These ideas and approaches are based on TRG’s experience and are a starting point for discussions of a specific strategy to deal with this issue. The specifics areas covered in this document […]

    Read more
  • Ask the Experts – May 06

    Posted on May 01, 2006 in Contact Centre Ops

    How can we better align our internal and external customer satisfaction measures? Samarath C. Expert Response: In most organizations there is a great disparity between what is measured internally to gauge customer satisfaction; quality assurance, monitoring checklists etc. and what is employed externally; direct customer interviews. In general the internal quality assurance process measures our […]

    Read more
  • Trends for the Call Center Industry

    Posted on May 01, 2006 in Contact Centre Ops

    Recently the two studies crossed my desk; Dimension Data study the “Top Eight Trends Shaping the future of Contact Centers”, and the Ventana Research study on contact center maturity and I thought it was a great starting point for some crystal ball gazing into our collective future. Over the few issues of Customer Reach I […]

    Read more
  • 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 […]

    Read more
  • 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 […]

    Read more
  • 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 […]

    Read more
  • 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 […]

    Read more
  • 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 […]

    Read more
  • 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 […]

    Read more