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Call centers have access to large volumes of information including customer data, workforce management, and performance metrics. Among the various metrics or Key Performance Indicators (KPIs) that one can track in a call center, KPIs such as login time, received calls, hold time, after-call wait time, scheduled breaks, sales performance, transfer rate, and operational cost… read more →
The use of spectroscopic analyzing techniques in refinery process control, especially gasoline blending, is a fairly common practice in the industry. The technology to use Near-Infra Red (NIR), RAMAN, or Fourier-Transform Near-Infra Red (FTNIR or FTIR) to fine-tune component ratio, ensure meeting specification and minimize quality giveaway has been around for decades, but is this… read more →
You’re approaching the close-out of your engagement with Trindent. You and your executive team have spent weeks collaboratively working side by side with the Trindent team to identify opportunities and implementing process changes. To tie the work together, Trindent is now creating an executive dashboard to roll up all the Key Performance Indicators (KPIs) from… read more →
The hiring process should always be a two-way street, with both parties assessing each other to determine if there is a good mutual fit. Today’s workforce is a lot more conscious of what their employers stand for and how they do business. Accepting a job offer has become about much more than just making money… read more →
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 →
As a professional in the Oil & Gas sector for more than three decades, I have participated in numerous initiatives involving consulting firms. I have experienced projects of many sizes and scopes from short-term to multi-year efforts. In recent years, I have seen the industry forward thinkers gravitate towards Implementation Consulting. Very well expressed in… read more →
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