• Peaks, Spikes, Valleys and Troughs- How to manage your contact center in a high change environment

    Posted on March 12, 2007 in Uncategorized

    We have all experienced this moment, just when we finally seem to have all of the many and disparate elements of our center under control; the Service Level, our speed of answer, abandon rate, handle time and quality, that’s when it happens, the flood gates open and are KPI’s tumble into the cellar. It is […]

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  • Resolution- Service that Doesn’t Suck

    Posted on January 03, 2007 in Uncategorized

    OK, so I am a couple of days late…but this thought keeps rattling around inside my head. What if senior executives, CEO’s and everyone associated with delivering service to their customers made the resolution above? What a wonderful world it would be. No more ” please listen to our complete menu as the options have […]

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  • What do you expect, when the unexpected happens?

    Posted on December 03, 2006 in Uncategorized

    It was a beautiful day, light snow/freezing rain falling ( here 2 hours north of Toronto) on Friday. As night fell the wind whipped up. I woke up in the morning and wondered why it felt cool. A quick check determined that the power was out. No doubt the wind and freezing rain had brought […]

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  • Ask the Experts – December 06

    Posted on December 01, 2006 in Uncategorized

    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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  • Ask the Experts – November 06

    Posted on November 01, 2006 in Uncategorized

    The following are actual questions posed to the TRG experts. You can pose your questions on our website. Trough of Despair Question: “I was a meeting the other day where one of the Managers suggested that the biggest challenge with an oncoming initiative was going to be the ‘Trough of Despair’ and I had never […]

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  • Plugins List

    Posted on January 28, 2005 in Uncategorized


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