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

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