The Northridge Group

AUGUST 14, 2023

Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching. In a time when companies need more skilled associates than ever, and they need them fast, such investments and improvements are essential to contact center and associate success.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. But is this really producing more productivity?

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

The Northridge Group

SEPTEMBER 13, 2023

When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.

Government 67

Government Contact Center Coaching contact center associations 67