Coaching contact center associations Groups 
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.
The Northridge Group
JULY 6, 2022
Thus, it comes as no surprise that we are seeing it trickle down to healthcare contact center associates, causing them to leave their jobs, with both payers and providers, at increasing rates since the onset of the pandemic. Contact Centers in Crisis. Empowering Contact Center Associates.
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The Northridge Group
AUGUST 14, 2023
Additionally, contact centers must invest in streamlined and high-quality employee onboarding, continuous skill development, and coaching. In a time when companies need more skilled associates than ever, and they need them fast, such investments and improvements are essential to contact center and associate success.
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.
The Northridge Group
MARCH 28, 2022
The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration. This created a robust view, categorizing their callers and the reasons for their calls into actionable healthcare-specific groupings. A Success Story. Click HERE to read about NRG’s technology solutions.
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. Contact Center Transformation Through QM.
The Northridge Group
SEPTEMBER 13, 2023
When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.
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