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

AUGUST 14, 2023

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. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights!

Contact Center 120

Contact Center Coaching Morale contact center associations 120

The Northridge Group

AUGUST 31, 2023

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.

Average Handle Time 67

Average Handle Time contact center associations Healthcare Contact Center 67

The Northridge Group

AUGUST 31, 2023

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.

Average Handle Time 67

Average Handle Time contact center associations Healthcare Contact Center 67

The Northridge Group

JUNE 2, 2023

For example, when a hospital that does 1,200 MRIs per month calls to find out why an insurance company rejected 90% of its claims, not only must the insurance company’s contact center associates have good answers but the experience of getting to the answers must be well-orchestrated too.

B2B 67

B2B B2C Contact Center contact center associations 67

The Northridge Group

MAY 2, 2023

The most recent version of ChatGPT, which is based on GPT-4 and was released in March 2023, is OpenAI’s latest and most advanced chatbot. Download Part 1 of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Recommendations Q: What is involved with installing GPT-4 in the contact center?

Contact Center 67

Contact Center B2C Chatbots B2B 67