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
Measuring customer satisfaction
Customer experience is always a hot topic, especially in contact centres. Admittedly, in the last few years, we’ve really paid attention to it when its very survival was at stake or to reduce the impact of low service quality. Let’s face it, there’s only one recipe for a good customer experience. It starts with an appealing marketing offer, a product or service that delivers on its promise, followed by smooth after-sales service. Then we add the possibility of offering a multi- or omnichannel experience, which makes things more complex.
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
2024-02 Measuring customer satisfaction
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