Call Center Weekly

SEPTEMBER 13, 2018

When callers negotiate the IVR and determine that human intervention is what they need, the distance between the IVR and the agent is significantly influenced by the efficacy of the Workforce Management team. Have them at “Hello!” When callers wait “too long” they become frustrated and they don’t feel valued.

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

The Northridge Group

MARCH 28, 2022

Let’s discuss how The Northridge Group helped one healthcare client harness the power of advanced analytics to drive operational efficiencies and a more effortless experience for their customers and contact center associates, leading to significant improvements in First Call Resolution (FCR). A Success Story.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

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 shouldn’t have a recording on your IVR that says wait times are longer because of the COVID 19, no, because this is not an unknown.

Contact Center 52

Contact Center Banking contact center associations Technology 52