contact center associations Groups Personalization 
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.
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.
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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.
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. Measuring results to celebrate successes and ensure desired results are achieved.
The Northridge Group
AUGUST 31, 2023
Employees equipped with the right skills and knowledge connected to emerging Technology can deliver personalized and memorable experiences that customers will appreciate. The Northridge Group needs the contact information you provide to us to contact you about our products and services.
The Northridge Group
AUGUST 31, 2023
Employees equipped with the right skills and knowledge connected to emerging Technology can deliver personalized and memorable experiences that customers will appreciate. The Northridge Group needs the contact information you provide to us to contact you about our products and services.
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. It adds a personalized touch.
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