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.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

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 Best Use of Self-Service Technology. Contact Center Awards. self service.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

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.

contact center associations 130

contact center associations Contact Center Self service Metrics 130

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. INCREASED ISSUE COMPLEXITY.

Contact Center 125

Contact Center contact center associations Brand ambassadors Coaching 125

The Northridge Group

MAY 2, 2023

To get a handle on ChatGPT, its implications, benefits, challenges, and best practices for contact centers we had a virtual conversation recently with Nathan Hart, Senior Director of Technology, Solutioning & Data Analytics, The Northridge Group.

Contact Center 67

Contact Center B2C Chatbots B2B 67