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  • Calibration- Ensuring consistency in your Quality Assurance program

    Posted on January 01, 2006 in Contact Centre Ops

    In previous articles we have examined what best practice organizations do to implement successful and effective Quality Assurance operations. We have reviewed the practice of assessing the quality of the agent voices stream, the transactional quality and value versus fix transactions, monitoring forms, call recording and logging. In this article we examine the often overlooked, […]

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  • Another Year

    Posted on December 01, 2005 in Contact Centre Ops

    So where does the time go? It seems only a few moments ago it was March and now here we are in December. Another year is wrapping up and a new year waiting for us around the next corner. Traditionally this time of year is a time for giving thanks for what we have and […]

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  • The Missing Link?

    Posted on December 01, 2005 in Contact Centre Ops

    A question I often ask call center operators is, “would you be happy receiving the service you provide to your customers?” This question most frequently is rewarded with a few moments of silence. While there are certainly a number of quality operations providing very good service in terms of access, answer quality, ease of use […]

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  • Ask the Experts – November 05

    Posted on November 01, 2005 in Contact Centre Ops

    The following are actual questions posed to the TRG experts. You can pose your questions on our website. Question: I have often heard that we should be posting results in the call center, but I am concerned that this will cause problems to some of the staff. What would you recommend? Anna K. Expert Response: […]

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  • So you want to buy a phone system

    Posted on November 01, 2005 in Contact Centre Ops

    Two points of view; lessons for all Every firm or organization at some point must buy a phone system. In the call center arena this is an infrequent activity for most centers occurring on average about every 6 to 7 years depending on growth and or technology change. Manufacturers and members of their distribution channels, […]

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  • Plan, What Plan?

    Posted on November 01, 2005 in Contact Centre Ops

    • 90% of executives see Customer Service as crucial to their future business success, • 70% of senior Customer Service executives said that their company fails to meet their customers’ expectations,-Bain Consulting & ICS. • 92% of customers form their opinions about a company based on their call center experience – Purdue University. • 68% […]

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  • Fault versus Value, What are you generating?

    Posted on October 01, 2005 in Contact Centre Ops

    Every center anywhere has calls or transaction, whether in private for profit, not for profit or even government centers. In each center the calls or transactions fall into one of two categories: a fault call or a value transaction. This simple distinction is key to achieving a high performing call center in any environment. It […]

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  • Chaos Theory in Call Centers

    Posted on October 01, 2005 in Contact Centre Ops

    We are all familiar with Chaos theory otherwise known as the butterfly effect. The theory says that apparently unrelated events may in fact have subtle though direct impact on other apparently unrelated objects. The most familiar example is the butterfly effect, defined below by Wikipedia “The Butterfly Effect is a phrase that encapsulates the more […]

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  • Ask the Experts – September 05

    Posted on September 01, 2005 in Contact Centre Ops

    The following are actual questions posed to the TRG experts. You can pose your questions on our website. Question: What due Diligence should be done when doing site visits to off shore candidate locations? Jim F. Expert Response: This question addresses likely the most activities that you must address not when you are looking to […]

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  • Alignment…the best tool to keep your call center on track

    Posted on September 01, 2005 in Contact Centre Ops

    We have likely all had problems with our cars. wheel alignment, we are driving along fine and then it starts pulling us to the left or to the right. In short it is pulling us where we don’t wish to go. Call centers may no have a great deal in common with your vehicle but […]

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