The Northridge Group
JULY 6, 2022
Thus, it comes as no surprise that we are seeing it trickle down to healthcare contact center associates, causing them to leave their jobs, with both payers and providers, at increasing rates since the onset of the pandemic. Contact Centers in Crisis. Empowering Contact Center Associates.
CCNG
FEBRUARY 1, 2023
As the first line of defense against angry customers, many customer service associates report they have been blamed for things that are out of their control. By proactively addressing associate burnout, contact centers can empower their associates to improve the customer experience.
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The Northridge Group
OCTOBER 20, 2021
In the early days of customer contact centers, associates might typically have found that 50 out of 100 incoming calls could be easily resolved with a few simple steps. In a “digital first” customer service environment, associates should expect simple calls to be scarce.
Call Center Weekly
SEPTEMBER 13, 2018
Debra Bentson has spent most of her career in Contact Centers with an emphasis on building and leading Workforce Management teams. She is a member of the NCCCA (Nor-Cal Contact Center Association) Steering Committee and an ASUGA (Aspect Software Users Group Association) board member.
The Northridge Group
NOVEMBER 4, 2021
Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Coaches who do this well will see results.
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. You may unsubscribe from these communications at anytime.
Call Center Weekly
NOVEMBER 9, 2017
Team Leaders can track which Agents still need to review daily updates, while Managers can track which Team Leader groups are up to date. a Canadian training company that helps contact centers improve their sales and customer retention results. Mike Aoki is the President of Reflective Keynotes Inc.,
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