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. Strong coaches understand business objectives but also know how the objectives impact their associates. Highly effective coaches know that coaching to behaviors is what improves metrics!

Best practices 145

Best practices Coaching contact center associations Contact Center 145

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 67

B2B B2C Contact Center contact center associations 67

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 149

Contact Center contact center associations Banking Education 149