What are the Triad benchmark studies?
Is your contact centre experiencing challenges in these areas: service-level management, quality approach, recruitment process, employee retention, service transformation and the move to new channels? If your operation is grappling with two or more of these issues, the Triad Excellence Circle is a strategic tool to help you and your team achieve customer service excellence. Through quarterly studies and surveys, we analyze the evolution of CCC business processes in Quebec and share our findings with you.
Our last study
Agent Training, Coaching and Carreer Development
ents are at the heart of our contact centre operations, and therefore a core concern for managers. This study aims to measure and understand the business processes involved in managing agents’ skills, in terms of training, coaching and development.
Sharing meetings
At the end of each study, Services Triad organizes online meetings to share and discuss the results obtained.
Keep an eye on our correspondence for the “benchmark meeting” that will follow our next study.
Past 2 year’s studies
2024-01 Agent training, coaching and career development
2023-03 IVR (Interactive voice response) – Chatbots
2023-02 Complaints and Claims Management
2023-01 The state of Human Resources in CCC’s
2022-03 Customer Contact Centres Technologies
2022-02 Workforce Planning Management