contact center associations - Customer Contact Central

Supporting Contact Center Associates to Reduce Burnout and Impact Patient and Member 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.

contact center associations

contact center associations Contact Center Healthcare Call Center

The Hiring Game Has Changed: Strategies for Solving Staffing Issues

CCNG

FEBRUARY 1, 2023

As the first line of defense against angry customers, many customer service associates report they have been blamed for things that are out of their control. By proactively addressing associate burnout, contact centers can empower their associates to improve the customer experience.

contact center associations

contact center associations Contact Center CCNG Business Process Outsourcing

The Transformational Power of Quality Monitoring

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

contact center associations Contact Center Self service Metrics

“Digital First” and Transforming the Contact Center Associate’s Role

The Northridge Group

OCTOBER 20, 2021

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. In a “digital first” customer service environment, associates should expect simple calls to be scarce.

Contact Center

Contact Center contact center associations Customer Care Engineering

New 2023 State of CX Survey Uncovers Work From Home Misalignment

The Northridge Group’s State of CX 2023 Part II research report reveals that nearly 50% of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience.

Surveys

Redefining Contact Center Productivity for the Modern Associate

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.

Contact Center

Contact Center Abandon rate contact center associations Average Handle Time

Best Practices of Great Coaches

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.

Best practices

Best practices Coaching contact center associations Contact Center

How Contact Center Quality Monitoring Benefits the Healthcare Industry

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.

Healthcare

Healthcare Contact Center outsourcing contact center associations

Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council

Acquire BPO

MAY 18, 2021

Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP of People and Culture, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council. The organization brings together HR leaders to strengthen talent development, employee engagement and labor relations across CCAP’s BPO company members.

contact center associations

contact center associations Government Employee engagement Contact Center

HGS Harvests Gold at CCW Awards Ceremony

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.

outsourcing

outsourcing contact center associations Self service industry standards

The Transformational Power of Quality Monitoring

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

Contact Center contact center associations Brand ambassadors Coaching

Workforce Management's Impact on Customer Service

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. She is a member of the NCCCA (Nor-Cal Contact Center Association) Steering Committee and an ASUGA (Aspect Software Users Group Association) board member.

Management

Management Customer Service contact center associations Interactive Voice Response

Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council

Acquire BPO

MAY 18, 2021

Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP for People & Culture, PH, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council.

contact center associations

contact center associations Government Employee engagement Contact Center

Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Northridge Group

MARCH 28, 2022

Let’s discuss how The Northridge Group helped one healthcare client harness the power of advanced analytics to drive operational efficiencies and a more effortless experience for their customers and contact center associates, leading to significant improvements in First Call Resolution (FCR). A Success Story.

Healthcare

Healthcare Analytics Contact Center First call resolution

The Crucial Connection Between CX Tech & Training

The Northridge Group

AUGUST 31, 2023

For example, a leading healthcare insurance provider engaged our firm to assess their current new hire training programs to ensure contact center associates had the knowledge and skills necessary to deliver accurate, personalized service and provide great experiences for both members and providers.

Average Handle Time

Average Handle Time contact center associations Healthcare Contact Center

The Crucial Connection Between CX Tech & Training

The Northridge Group

AUGUST 31, 2023

For example, a leading healthcare insurance provider engaged our firm to assess their current new hire training programs to ensure contact center associates had the knowledge and skills necessary to deliver accurate, personalized service and provide great experiences for both members and providers.

Average Handle Time

Average Handle Time contact center associations Healthcare Contact Center

Proper Contact Center Training Benefits Employee Experience

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. If your training program isn’t ready to support this shift your customers will suffer.

Contact Center

Contact Center Coaching Morale contact center associations

Regional Contact Center Associations

Contact Center Geek

SEPTEMBER 10, 2021

So, my first answer to that question is to get involved with a regional contact center association. In many parts of the US and Canada, there are amazing regional contact center associations. So many, that I’m sure it can seem a little overwhelming at first.

contact center associations

contact center associations Contact Center CCNG Government

Keys to Contact Center Consistency and Compliance

Call Center Weekly

NOVEMBER 9, 2017

a Canadian training company that helps contact centers improve their sales and customer retention results. A call center expert, Mike serves on the Advisory Council of the Greater Toronto Area Contact Center association, and was Master of Ceremonies for their 2012-2014 and 2016 Annual Conferences.

Contact Center

Contact Center contact center associations Banking Education

Reaching Out to Improve the B2B CX

The Northridge Group

JUNE 2, 2023

For example, when a hospital that does 1,200 MRIs per month calls to find out why an insurance company rejected 90% of its claims, not only must the insurance company’s contact center associates have good answers but the experience of getting to the answers must be well-orchestrated too.

B2B

B2B B2C Contact Center contact center associations

The Importance of Quality Monitoring for Government Agency Contact Centers

The Northridge Group

SEPTEMBER 13, 2023

Empathy scores for contact center associates increased by an unprecedented 15 points year-over-year. We were also tasked with providing enhanced new-hire behavioral training and designing new guidelines to improve performance standards. The results exceeded the client’s expectations: Customer satisfaction drivers improved.

Government

Government Contact Center Coaching contact center associations

How will your firm capture new customers during this window of opportunity?

TLC Associates

MARCH 10, 2020

Download a copy of this white paper to see how we drove triple digit sales results leveraging our US-based contact center associates. Our agents are skilled at delivering the most polished sales experiences in the industry, with deep tenured knowledge in this industry where details matter in every interaction.

contact center associations

contact center associations Benchmark Contact Center Sales

Improve Customer Focus with Whole Company Support

Toister Performance Solutions

JANUARY 23, 2020

Chicago, IL: Midwest Contact Center Association (February 13) Miami, FL: Zendesk Relate (March 4) Las Vegas, NV: SupportWorld Live (April 22-23) Ft. Lauderdale, FL: ICMI Contact Center Expo (May 12-13). You can read more details about Help Scout's whole company support program from this helpful article.

contact center associations

contact center associations Contact Center Feedback Personalization

"Follow the Leader", Featuring Mike Aoki

Call Center Weekly

APRIL 25, 2018

a Canadian training company that helps contact centers improve their sales and customer retention results. A contact center expert, Mike serves on the advisory council of the Greater Toronto Area Contact Center Association and was Master of Ceremonies for five of their Annual Conferences.

contact center associations

contact center associations Customer retention Contact Center Sales

"Follow the Leader", Featuring Matt Beckwith

Contact Center Geek

APRIL 4, 2018

His passion for customer service and experience, technology, leadership, and professional development has led him to his current role leading customer contact operations for Clark Pest Control, one of the largest and most successful pest control companies in the US. Connect: LinkedIn | Twitter | Website.

contact center associations

contact center associations Education Contact Center Call Center

Your Team Meetings Suck (But They Don't Have To)

Call Center Weekly

MARCH 1, 2018

His passion for customer service and experience, technology, leadership, and professional development has led him to his current role leading customer contact operations for Clark Pest Control, one of the largest and most successful pest control companies in the US. Connect: LinkedIn | Twitter | Website.

Contact Center

Contact Center contact center associations Coaching Feedback

Customer Experience – No, Not That

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. She is a member of the NCCCA (Nor-Cal Contact Center Association) Steering Committee and an ASUGA (Aspect Software Users Group Association) board member.

Customer Experience

Customer Experience contact center associations Contact Center Call Center

The ChatGPT Revolution

The Northridge Group

MAY 2, 2023

While contact center executives are excited about the possibilities of deploying this advanced level of AI for their chatbot solutions, some are concerned that overreliance on such AI models could result in their contact centers unknowingly delivering incorrect information to customers.

Contact Center

Contact Center B2C Chatbots B2B

Unique Fully-managed Solution Emerges from Sitel-NICE inContact Collaboration

NICE inContact

MAY 1, 2019

Sitel partners with its clients to build brand loyalty and customer satisfaction with innovative, end-to-end solutions for enhancing the customer experience, and its contact center associates deliver more than 2.5 million customer experiences every day!

Management

Management Business Process Outsourcing contact center associations contact center solutions

From 411 Operator to Contact Center Geek: An Interview with Contact Center Operations Expert, Matt Beckwith

Vistio

DECEMBER 15, 2021

He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association. And then, obviously, LinkedIn and then our local organization: the Northern California Contact Center Association.

Contact Center

Contact Center Banking contact center associations Technology

The Effortless Experience - A Must Read for Contact Center Managers

Contact Center Geek

JANUARY 14, 2016

A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read. I loved it.

Contact Center

Contact Center Management Call Center contact center associations

Customer Contact Central

Supporting Contact Center Associates to Reduce Burnout and Impact Patient and Member Experience

The Hiring Game Has Changed: Strategies for Solving Staffing Issues

Trending Sources

The Transformational Power of Quality Monitoring

“Digital First” and Transforming the Contact Center Associate’s Role

New 2023 State of CX Survey Uncovers Work From Home Misalignment

Redefining Contact Center Productivity for the Modern Associate

Best Practices of Great Coaches

How Contact Center Quality Monitoring Benefits the Healthcare Industry

Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council

HGS Harvests Gold at CCW Awards Ceremony

The Transformational Power of Quality Monitoring

Workforce Management's Impact on Customer Service

Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council

Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Crucial Connection Between CX Tech & Training

The Crucial Connection Between CX Tech & Training

Proper Contact Center Training Benefits Employee Experience

Regional Contact Center Associations

Keys to Contact Center Consistency and Compliance

Reaching Out to Improve the B2B CX

The Importance of Quality Monitoring for Government Agency Contact Centers

How will your firm capture new customers during this window of opportunity?

Improve Customer Focus with Whole Company Support

"Follow the Leader", Featuring Mike Aoki

"Follow the Leader", Featuring Matt Beckwith

Your Team Meetings Suck (But They Don't Have To)

Customer Experience – No, Not That

The ChatGPT Revolution

Unique Fully-managed Solution Emerges from Sitel-NICE inContact Collaboration

From 411 Operator to Contact Center Geek: An Interview with Contact Center Operations Expert, Matt Beckwith

The Effortless Experience - A Must Read for Contact Center Managers

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