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Supporting Contact Center Associates to Reduce Burnout and Impact Patient and Member Experience

The Northridge Group

Tragically, many suicidal deaths among healthcare professionals have been tied to the stress of working through the pandemic. The urgent need to support the healthcare workforce and respond to what has become an exhaustion crisis was addressed in a 2022 Advisory by U.S. Burnout has impacted healthcare workers in all capacities.

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How Contact Center Quality Monitoring Benefits the Healthcare Industry

The Northridge Group

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. Healthcare Quality Monitoring. A Success Story.

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Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Northridge Group

The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration. A Fortune 50 Healthcare client wanted to better understand the drivers of their high incidence of repeat calls. A Success Story. A Three-Pronged Approach.

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The Crucial Connection Between CX Tech & Training

The Northridge Group

For example, a leading healthcare insurance provider engaged our firm to assess their current new hire training programs to ensure contact center associates had the knowledge and skills necessary to deliver accurate, personalized service and provide great experiences for both members and providers.

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The Crucial Connection Between CX Tech & Training

The Northridge Group

For example, a leading healthcare insurance provider engaged our firm to assess their current new hire training programs to ensure contact center associates had the knowledge and skills necessary to deliver accurate, personalized service and provide great experiences for both members and providers.

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Reaching Out to Improve the B2B CX

The Northridge Group

SUCCESS STORY – HEALTHCARE Healthcare insurance companies serve both members (patients) and providers in their contact centers. Having contact center associates proactively reach out to deliver good news to customers can make a big difference and is a smart approach. Tips for Improving B2B CX 1.

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From 411 Operator to Contact Center Geek: An Interview with Contact Center Operations Expert, Matt Beckwith

Vistio

He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association. You’ve come from the contact center floor all the way now to where you are as the director of customer experience at Clark Pest Control.