• The Importance of Forecasts in Contact Centers

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


    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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  • Plugins List

    Posted on January 28, 2005 in Uncategorized


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  • Ask the Experts – January 05

    Posted on January 01, 2005 in Contact Centre Ops

    The following are actual questions posed to the TRG experts. You can pose your questions on our website. Malaysia as an Outsource destination Question: “What is the prognosis and the possibilities and actions required for Malaysia to become a competitive offshore, outsource call center destination?” Expert Response: The recent and forecasted growth of call/contact centers […]

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  • Quality Assurance…an Approach

    Posted on January 01, 2005 in Contact Centre Ops

    Quality Assurance (QA) is a method for assuring management, owners, customers or anyone that the organization is producing products or services at a predetermined level of quality. Typically QA is the gathering, analysis and reporting function of an overall approach to quality in an organization. Quality assurance is not primarily a performance management program, but […]

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  • Service Standards

    Posted on December 01, 2004 in Contact Centre Ops

    It is essential for all organizations to assess and then define the standards of service they will deliver to their clients and customers. These standards set the expectations in the customers mind as well as in that of the organizations staff. This whitepaper sets out the rationale and framework for establishing service standards within any […]

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