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What is your agents’ preferred form of recognition ?

Poll Check Yes
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Observations on remote work in the customer relation centre (CRC) industry

Remote Agents Summary

A few decades ago, customer-service and sales tasks in CRCs were performed in very different ways. Written messages were received via fax or messenger service. A manager wanting to meet with a team in another part of the country had to pay for travel and accommodations. Videoconferencing was only available to elites and very fortunate organizations. But today’s technological advances and the near-instantaneous transmission of data allow us to communicate with people almost anywhere in the world, at a minimal […]

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When planning the agents’ annual holiday vacation, what are the criteria that you consider ?

Poll Check Yes
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Conferences for Customer Relation Centers – My recommendations for 2016

Pierre Marc Jasmin

For those wishing to improve their professional knowledge and skills, here are my “Top 5” conferences for 2016: For workforce planning experts 2016 SWPP Annual Conference Society of Workforce Planning Professionals April 4 to 6 2016 – Nashville TN This event is « the conference » for workforce planning experts (technicians and managers). Presentations and workshops will allow participants to be up to date on the latest trends in short and long term planning as well as learn how to optimize the […]

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SOCAP’s Third Annual Montréal Event – May 28, 2015

Perspectives in Customer Experience for the Canadian Consumer Join us in beautiful downtown Montreal at the Hotel Omni – Mont Royal for SOCAP’s Third Annual Montreal Event on Thursday, May 28, 2015. Find out the winning customer experience strategies employed by each of these exceptional brands and why their customers and guests consider their products and service worthy of their loyalty year after year.

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The importance of employee engagement

Customer Engagement

According to Gallup, only 13% of employees are engaged at work worldwide. The vast majority of employed people around the globe are “not engaged” or “actively disengaged” at work, meaning they are emotionally disconnected from their workplaces and less likely to be productive. Gallup’s recent meta-analysis confirms employee engagement’s well-established links to nine essential performance outcomes, and additional research connects employee engagement to higher earnings per share. Employee engagement is not an end in itself. The moment an employee connects […]

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Shop at our expenses !

Do you want to go for free shopping for a nice little bottle at SAQ? Nothing is easier ! We are now conducting our 3rd benchmarking study of the year about the work environment and we would like you to send us one (or more) photo * of your workstations (including the agent’s desk, the screen, etc.). This will be used to enrich the study report and feed our discussions during our breakfast meetings. For every photo received, your name […]

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Conference: Reinforcing Customer Contact in the Public Sector – Presentation: Performance measurement for call centers

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Customer contact center trends in 2014

Pierre Marc Jasmin

Contact Center World, the global association for contact center best practices and networking, has recently interviewed Pierre Marc Jasmin, president of Services Triad. Mr. Jasmin gives his views on the industry in 2013 and the main trends awaiting us in 2014. In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months? There has been 2 challenges in our area: 1. Recruitment of skilled resources 2. Integration of social media in […]

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A great reward

Contact Center Industry Champion 2013

As part of the annual Contact Center World conference which took place from 11 to 15 November in Las Vegas , I had the pleasure of receiving at the closing gala the ” Contact Center Industry Champion 2013″ trophy. This award is given to suppliers or consultants who achieve the status of ” elite” as a representative of their country. This was especially an honor knowing that only five countries have received this distinction. This recognition is awarded to people […]

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About Us

Founded in 1996 by Pierre Marc Jasmin, Services Triad Inc. is a management consulting firm specializing in studies providing direction and assistance in optimizing customer relationship centers operations by means of process, technology and human resources.

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Phone: (514) 931-0663
Fax: (514) 931-4429

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