CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

The Northridge Group

AUGUST 14, 2023

When The Northridge Group was engaged by a major benefits administration provider to deliver a Performance Coaching Program that included coaching and development of new hires, the partnership resulted in a 34-percentage point increase in quality acceptance rate, a decrease in escalated cases, and positive associate morale and engagement.

Contact Center 120

Contact Center Coaching Morale contact center associations 120

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 128

Contact Center Abandon rate contact center associations Average Handle Time 128