The Northridge Group
MARCH 28, 2022
In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story.
HGS
JULY 12, 2017
In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We At HGS, our core focus is to provide the best customer experience with design thinking methodology for our clients.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Call Center Weekly
SEPTEMBER 13, 2018
There are certain skills in most job descriptions for Workforce jobs – a conglomeration of technical and analytical requirements. Debra Bentson has spent most of her career in Contact Centers with an emphasis on building and leading Workforce Management teams. You must answer the phone to provide the service or close the sale.
Contact Center Pipeline
MARCH 28, 2023
As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical.
The Northridge Group
AUGUST 23, 2022
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. First Contact Resolution (FCR). These KPIs include: Average Handle Time (AHT).
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. AI-POWERED SPEECH ANALYTICS.
The Northridge Group
AUGUST 14, 2023
AI technologies are primed to transform the everyday workflows of the Contact Center by solving simple, low-trust interactions, like password resets and questions on bill payments. For example, AI can track negative sentiment on phone calls, allowing time for managers to coach associates and train more productive behaviors.
Expert insights. Personalized for you.
128 
Let's personalize your content