The Northridge Group

MARCH 28, 2022

The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration. This created a robust view, categorizing their callers and the reasons for their calls into actionable healthcare-specific groupings. A Success Story. Click HERE to read about NRG’s technology solutions.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

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.

Average Handle Time 67

Average Handle Time contact center associations Healthcare Contact Center 67

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.

Average Handle Time 67

Average Handle Time contact center associations Healthcare Contact Center 67

The Northridge Group

SEPTEMBER 13, 2023

The Northridge Group needs the contact information you provide to us to contact you about our products and services. Government contact centers that have not done so, should carefully compare the costs of Quality Monitoring with the costs of non-compliance with regulations. To learn more, contact us.

Government 67

Government Contact Center Coaching contact center associations 67

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.

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

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. Connect with a Quality Monitoring Expert.

Contact Center 125

Contact Center contact center associations Brand ambassadors Coaching 125

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.,

Contact Center 149

Contact Center contact center associations Banking Education 149

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

Toister Performance Solutions

JANUARY 23, 2020

It's incredibly rewarding when a group of hikers passes by and they pause to thank us for the work we're doing. Chicago, IL: Midwest Contact Center Association (February 13) Miami, FL: Zendesk Relate (March 4) Las Vegas, NV: SupportWorld Live (April 22-23) Ft. Lauderdale, FL: ICMI Contact Center Expo (May 12-13).

contact center associations 71

contact center associations Contact Center Feedback Personalization 71

Contact Center Geek

SEPTEMBER 10, 2021

So, my first answer to that question is to get involved with a regional contact center association. In many parts of the US and Canada, there are amazing regional contact center associations. So many, that I’m sure it can seem a little overwhelming at first.

contact center associations 62

contact center associations Contact Center CCNG Government 62

The Northridge Group

MAY 2, 2023

To get a handle on ChatGPT, its implications, benefits, challenges, and best practices for contact centers we had a virtual conversation recently with Nathan Hart, Senior Director of Technology, Solutioning & Data Analytics, The Northridge Group. You may unsubscribe from these communications at anytime. from OpenAI.

Contact Center 67

Contact Center B2C Chatbots B2B 67

Contact Center Geek

SEPTEMBER 16, 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.

Customer Experience 61

Customer Experience contact center associations Contact Center Call Center 61

Vistio

DECEMBER 15, 2021

He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association. You have a really wide group of teams that you oversee, which gives you a really good insight and leads me to my next question. That’s amazing.

Contact Center 52

Contact Center Banking contact center associations Technology 52

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.

Contact Center 48

Contact Center Management Call Center contact center associations 48