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  • Is Your Call Important?

    Posted on November 01, 2006 in Opinion

    We have heard the phrase a thousand times…”your call is important to us please hold”. This is the standard message we hear when we call a company’s call center. Interspersed we may hear about “an unexpectedly high call volume” and other variations on the theme. All of these messages serve to keep us informed of […]

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  • Ask the Experts – October 06

    Posted on October 01, 2006 in Contact Centre Ops

    The following are actual questions posed to the TRG experts. You can pose your questions on our website. Leaving Voicemail Messages Question: “We are an inbound sales team generating qualified sales appointments for our Sales force. We get a lot of voicemail when we place our calls and I wanted your opinion on whether or […]

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  • Building Better Budgets

    Posted on October 01, 2006 in Contact Centre Ops

    It’s September and almost everyone is back from vacation. Many of us now face building a budget for the next fiscal year. A task that few people look forward to, and many dread. For some the budget development process consists of what was last years, let’s add X% depending on expected growth or decline or […]

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  • Third Party Quality Monitoring

    Posted on October 01, 2006 in Contact Centre Ops

    All call and contact centers operate in high pressure environment. The calls won’t wait. Centers constantly find themselves struggling to get everything done: meet the service level, adhere to the schedule, update the forecast, complete the agent training, deliver on the mission statement etc. Perhaps, it is not surprising that more than 41% of respondents […]

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  • Ask the Experts – September 06

    Posted on September 01, 2006 in Contact Centre Ops

    Centralizing/decentralizing workforce management? Question: “What are the pros and cons of centralizing/decentralizing workforce management functions within multiple centers?” Expert Response: There are a number of ways that workforce management is administered in call centers. The most prevalent being excel spreadsheets, though most larger and multi-site centers today employ some sort of workforce management (WFM) system […]

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  • So what’s important to you?

    Posted on September 01, 2006 in Contact Centre Ops

    Quality – what do we mean when we speak of quality in a call center environment? According to Wikipeadia; Quality can refer to; a. . a specific characteristic of an object (the qualities of ice – i.e. its properties). b. . the achievement or excellence of an object (good quality ice – i.e. not of […]

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  • 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. […]

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  • Attrition Management

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

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    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 […]

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  • 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 […]

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  • Root Cause Analysis – Why You should be using it

    Posted on May 01, 2006 in Contact Centre Ops

    It always amazes me how call center managers, their direct supports and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. Of course if you are always fighting fires it is difficult to find time and or resources to research what is causing the fires in the […]

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