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Customer Satisfaction

  • Can we Forecast the Future…Yes

    Posted on December 08, 2006 in Customer SatisfactionOpinion

    The Importance of ForecastsHow often have you seen or heard about call center management struggling with the senior executives or their own staff regarding the resources needed by the center to do the work. Missed service levels, tired or worn out staff, blocked calls, long hold times, incomplete and/or inadequate training and development goals are […]

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  • Customer Satisfaction- A How to Guide

    Posted on December 06, 2006 in Customer Satisfaction

    Quality is what the Customer says it is Intuitively we know that better service and higher satisfaction is good for our business, but why is this often very difficult to put into practice? There are a number of factors that contribute to challenge organizations. These include;· Difficulty in hitting a moving target- Customers are a […]

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  • Customer Satisfaction- How not to

    Posted on December 06, 2006 in Customer Satisfaction

    Customer Satisfaction versus Customer Service Each and every business on the planet sets out to satisfy the needs of its customers. This is true of the hardware store on the corner, the big box electronic retailer and the bank you deal with. If this truth is ‘self-evident’ then why is the actual service that is […]

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  • Call Center Zen- Everything is Connected

    Posted on December 04, 2006 in Customer SatisfactionOpinion

    We have all heard that when a butterfly flaps its wings in the Amazon rain forest it can cause an avalanche in the Swiss Alps. This story reflects a belief and understanding that everything is connected to everything else. This is certainly true in a contact center environment. In continuing to assess call and contact […]

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  • Are Contact Centers a Loyalty Leak?

    Posted on November 24, 2006 in Customer Satisfaction

    The increasingly important role that call and contact centers are playing as the primary communications conduit between a company and their customers, inevitably leads to customers judging the company based upon the access and service quality the center delivers. (In a Purdue University study 92% of consumers said they formed their opinions regarding a company […]

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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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