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. As a result of these requests, the outsourcing partner’s performance has improved considerably.
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 Transformation Through QM.
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Call Center Weekly
MARCH 1, 2018
I asked my team members for feedback, consulted with other successful leaders, and read everything I could on the subject of making meetings more effective. Ask for feedback! Matt also serves as a steering committee member for the Northern California Contact Center Association. Talk to your team members.
Toister Performance Solutions
JANUARY 23, 2020
It keeps the customer at the center of everything they do. It shortens the feedback loop when employees have a direct customer connection. Chicago, IL: Midwest Contact Center Association (February 13) Miami, FL: Zendesk Relate (March 4) Las Vegas, NV: SupportWorld Live (April 22-23) Ft. I hope to see you there!
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.
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.
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. I'm not suggesting companies abandon NPS.
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