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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 […]

Posted on May 01, 2005 in Call Center Management • Call Center Performance • Contact Centre Ops • Forecasting • Forecasting- WFM • Occupancy • People management • Strategy

Tags: #cctr• #custserv

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 […]

Posted on January 28, 2005 in Uncategorized

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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 […]

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 […]