The Northridge Group

NOVEMBER 4, 2021

Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. They learn that great coaches are deliberate about recognizing even small associate accomplishments, but also hold associates accountable for their improvements.

Best practices 145

Best practices Coaching contact center associations Contact Center 145

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).

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

The Northridge Group

NOVEMBER 9, 2022

As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. The key to delivering an exceptional customer experience (CX) isn’t just an ability to juggle all these aspects, however. The Role of QM in the Contact Center.

Contact Center 125

Contact Center contact center associations Brand ambassadors Coaching 125