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Why Digitization Doesn’t Solve Everything

It’s exciting to think of the opportunities technology has created over the last several decades, and to imagine how many more are still untapped and underutilized.   One of the most significant changes technology advancement has had on business has been the digitization of information and the analytic and communicative power it brought with it…. read more →

Lean Concepts For Knowledge Workers

The core idea of “Lean” is widely recognized even by those who don’t know the terminology.  The fundamental objective of Lean is to create and maximize value while eliminating waste.  It’s a principle aimed at optimizing the people, resources, efforts, and energy of an organization with the goal of creating maximum value for its customer…. read more →

Managing Customer Expectations To Control Call Center Volume

A common KPI for financial industry contact centers is the Service Level, whose targets can be found in the Service Level Agreement (SLA) committed to customers.  The SLA aims to maintain a certain level of service, and its targets are expressed as a percentage of inbound calls answered within a given timeframe (e.g. 80% of… read more →

So, You Think You Run A Tight Ship?

Lessons Learned From Being On Both Sides Of The Table During a particularly memorable session with Jack Welch during my MBA days, someone from the audience asked his opinion on the consulting industry.  His muttered answer was brief: “Get a real job”.   As my consulting career began, that episode lived in my mind, and… read more →

Management Concepts For The New Normal

By Trindent Consulting Staff The COVID-19 pandemic has created an unprecedented test for the business world.  Very few organizations had contingency plans for situations like this, and most had to scramble to adjust to an entirely new way of running operations, often on just a few days’ notice.   New realities like having all staff work… read more →

Working at Trindent: A Year in Review – 20/30/40

It is at the one-year mark of my career launch with Trindent that I write this article intended to share how the year has brought extensive learning, personal growth, and an abundance of opportunity. Giving context to the magnitude of learning, growth, and opportunity experienced over the past year; I have spent a day in… read more →

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