The Northridge Group

OCTOBER 20, 2021

Well-designed, user-friendly company websites will guide visitors through the process of making a purchase or creating an account on their own. In the early days of customer contact centers, associates might typically have found that 50 out of 100 incoming calls could be easily resolved with a few simple steps.

Contact Center 127

Contact Center contact center associations Customer Care Engineering 127

The Northridge Group

NOVEMBER 4, 2021

Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Empowering Associates to Deliver a Differentiated Customer Experience.

Best practices 145

Best practices Coaching contact center associations Contact Center 145

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. You may unsubscribe from these communications at anytime.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

Call Center Weekly

SEPTEMBER 13, 2018

Debra Bentson has spent most of her career in Contact Centers with an emphasis on building and leading Workforce Management teams. Her leadership style balances structure, empowerment, accountability, results, and fun.

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

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. If the customer is large and/or makes many purchases, they may need an account manager to also work out logistics for them.

B2B 67

B2B B2C Contact Center contact center associations 67

The Northridge Group

NOVEMBER 9, 2022

This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. The Role of QM in the Contact Center. QM INSIGHTS.

Contact Center 125

Contact Center contact center associations Brand ambassadors Coaching 125

Contact Center Geek

SEPTEMBER 16, 2018

Debra Bentson has spent most of her career in Contact Centers with an emphasis on building and leading Workforce Management teams. Her leadership style balances structure, empowerment, accountability, results, and fun.

Customer Experience 61

Customer Experience contact center associations Contact Center Call Center 61