Accountability, contact center associations and Customer retention

Best Practices of Great Coaches

The Northridge Group

NOVEMBER 4, 2021

Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. They are taught that they must be active listeners but also be willing to push associates beyond their comfort zones to tap into their full potentials.

Best practices

Best practices Coaching contact center associations Contact Center

Reaching Out to Improve the B2B CX

The Northridge Group

JUNE 2, 2023

While insurance companies compete for both providers and members, the potential magnitude of loss due to poor CXs on a provider account is usually much greater than on a member account. A proactive outbound calling campaign to providers could help an insurance company mitigate this risk and improve its provider retention rate.

B2B

B2B B2C Contact Center contact center associations

Customer Contact Central

Best Practices of Great Coaches

Reaching Out to Improve the B2B CX

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