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Trillium Solutions Group, Inc. is a professional services firm headquartered in Chicago that provides technology consulting and strategic sourcing services. Continue »

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What is the Real Business Impact of a Bad Customer Experience?

Companies that continually deliver poor customer service go out of business very quickly.  Given the availability and ease for customers to switch to a competitor, customers are becoming even less tolerant of poor customer experience.  It does not matter the type of business you have or ...

Why Should I Care About the Customer Experience Our Company Provides?

In New Media‘s 2018 “Serial Switcher” report, it reveals that poor customer service is costing businesses more than $78 billion annually.  That is an increase of over $12 billion from their last report in 2016. The report states that “The number of U.S. consumers w...

A Customer Experience Recovery During a Major Power Outage

As the result of a recent storm our power went out.  It was a bad storm that knocked out service for hundreds of thousands of people in Chicago.  Our power provider suggested that customers use their mobile app to report the power outage and to check back to see the status of the outage....

Maintaining Data Privacy in the Contact Center

Most of us have interacted with a contact center and heard the phrase “This call may be recorded for quality or training purposes”.  GDPR and some of the new US-based state-wide privacy regulation have an impact on the policies and business process for call centers.  One of t...

Increased Cybersecurity and Data Privacy Requirements

On May 25, 2018, the European Union’s General Data Protection Regulation (GDPR) went into effect.  GDPR is the legal set of guidelines for the collection and processing of personal information within the European Union (EU.)   GDPR rules impacts organization that offer goods a...

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