• Quality Monitoring

    Posted on February 18, 2007 in Customer SatisfactionQualityResearch

    Monitoring call and contact center agents is a central and key activity within any call or contact center. Of this is the primary means to ensure that an acceptable level of service is being provided to the company’s’ customers. This process validates the hiring and training process and often acts as a mini-performance review for […]

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  • Some proven examples of getting past the gate keepers of the C-Level suite.

    Posted on February 13, 2007 in ProspectingSales

    Relevance, persistence and value. You must offer something of value, real value not just sales fluff. Contact tactics –1-Try building a relationship with the gatekeepers…they can be your friend or ensure you never talk to anyone2- Call when the gatekeepers aren’t there. You would be surprised the number of CEO’s who are in the office […]

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  • Managing Knowledge in complex telecommunications call center environment

    Posted on February 12, 2007 in OpinionTechnologyTelecommunications

    “In a call or contact center environment I can see two distinct types of knowledge; the knowledge that is utilized and leveraged in providing service to customers and the knowledge that is generated through the operation and execution of the call/contact center services. In the first case most call/contact center are very poorly structured and […]

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  • Outsourcing, Off-Shoring: Truth and Consequences

    Posted on February 11, 2007 in Customer SatisfactionOffshoring-Outsourcing

    Outsourcing, Off-Shoring: Truth and ConsequencesOutsourcing and Off-Shoring are not new ideas or a new way of doing things. Companies have been moving manufacturing to lower cost of production centers since the sixties and services since the late eighties. It isn’t new but once service outsourcing received the stamp of approval from mainstream media it has […]

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  • Outsourcing, Off-Shoring: Truth and Consequences-Part 2

    Posted on February 01, 2007 in Offshoring-Outsourcing

    In our last article we examined offshore outsourcing the costs the real and perceived benefits and the steps an organization should take before embarking on an outsource and/or offshore venture. In this article we focus on how an organization should best move forward to ensure that their outsourcing or offshoring venture will succeed and not […]

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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


    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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  • 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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