Our publications

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In 2001, Services Triad produced its first book. Published by Les Éditions Transcontinental, La Gestion d’un centre de contacts clientèle, a 251-page book, covers the management practices unique to customer centres. Not only does it provide a wealth of operational knowledge, it also demystifies the technical language used in this type of environment. The lexicon section containing 1,400 terms helps the reader better understand the terminology used in the industry, as well as their French translation. It is available in bookstores for $36.95. You may also contact us to purchase a copy.

Throughout our mandates and benchmarking studies, our analyses have led us to develop a range of thought-provoking topics. You will find below presentations and a series of articles written by Pierre Marc Jasmin and his team on subjects directly linked to the main challenges and concerns facing the industry.

Services Triad also shares with you articles and white papers from external sources that merit attention. They will hopefully be helpful to you for your ongoing improvement process.

 

First Contact Resolution  – December 2012

First Contact Resolution – December 2012

For many organizations, first-contact resolution (FCR) is a key indicator of efficiency in the Customer Relations Centre (CRC) as well as an excellent predictor of customer satisfaction and loyalty. According to numerous analysts, increasing FCR can help reduce the volume of contacts to be handled and hence contribute to reducing CRC operating costs.
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The Evolution of Quality Assurance Programs  – January 2009

The Evolution of Quality Assurance Programs – January 2009

From necessary burden to key activity, quality assurance (QA) programs have evolved dramatically in the past ten years. While most customer contact centres (CCC) have adopted such a strategy, QA processes and tools are still very often used at a basic level. Many centres have not yet explored the full potential of their QA program, depriving themselves of its full value.
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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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2360 Rue Notre-Dame Ouest, Office 312
Montreal, QC H3J 1N4
Phone: (514) 931-0663
Fax: (514) 931-4429

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