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.

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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.

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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. INCREASED ISSUE COMPLEXITY.

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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.

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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.

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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.

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