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Contact center research

Recent TRG research studies
In “Outsourced Quality Monitoring: Emerging Market or Outsourcing Core Competency?” TRG studied more than 160 organizations and their views regarding the outsourcing of quality monitoring. Every Contact Center senior manager knows that agents require coaching, training and guidance to become more effective and more efficient, unfortunately in most organizations Supervisors spend a significant portion of their time completing non-agent related activities. The question becomes how can we improve the supervisors’ efficiency in completing all of their tasks and still ensure we coach and develop our agents.

In “Assessing Outsource, Offshore and Domestic contact center operations”, TRG examines the opportunities and challenges associated with processing live agent voice calls, email and whitemail processing internally and outsourced. In addition the study examines advantages and disadvantages of Domestic near shore and offshore locations.

If you would like to receive a complimentary copy of either of these reports please email your request to [email protected] .

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