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

OCTOBER 20, 2021

The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives. In a “digital first” customer service environment, associates should expect simple calls to be scarce.

Contact Center 127

Contact Center contact center associations Customer Care Engineering 127

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. Frontline excellence training allows customer service leaders to become effective coaches and to focus on both associate development and sustained business outcomes!

Best practices 145

Best practices Coaching contact center associations Contact Center 145

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. At-Home or In-Office Work So which environment is better for work productivity?

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

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 125

Contact Center contact center associations Brand ambassadors Coaching 125

Call Center Weekly

MARCH 1, 2018

Last month we added a random bullet point that read, “the first person to tell Matt that they like the number 11 wins a free lunch". Matt Beckwith is proud to be a Contact Center Geek. Matt also serves as a steering committee member for the Northern California Contact Center Association.

Contact Center 136

Contact Center contact center associations Coaching Feedback 136

Toister Performance Solutions

JANUARY 23, 2020

Imagine contacting customer service and getting connected with the CEO. That's a real possibility if you reach out to customer service software provider, Help Scout. CEO Nick Francis is one of many employees outside the customer support department who regularly answer customer emails and chats.

contact center associations 71

contact center associations Contact Center Feedback Personalization 71