Analytics contact center associations Customer Service 
Call Center Weekly
SEPTEMBER 13, 2018
You must answer the phone to provide the service or close the sale. 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.
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.
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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). Customer Experience (CX).
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. AI-POWERED SPEECH ANALYTICS.
The Northridge Group
AUGUST 14, 2023
In the recent 2023 State of CX report by The Northridge Group, 92% of business leaders surveyed said they would like to provide additional training to their customer service representatives. If your training program isn’t ready to support this shift your customers will suffer.
The Northridge Group
AUGUST 31, 2023
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Employees equipped with the right skills and knowledge connected to emerging Technology can deliver personalized and memorable experiences that customers will appreciate.
The Northridge Group
AUGUST 31, 2023
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Employees equipped with the right skills and knowledge connected to emerging Technology can deliver personalized and memorable experiences that customers will appreciate.
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