HGS

JULY 12, 2017

In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We Best Use of Self-Service Technology. Contact Center Awards. self service.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

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.

Contact Center 125

Contact Center contact center associations Brand ambassadors Coaching 125

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.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

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). To learn more, contact us.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

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

The Northridge Group

MAY 2, 2023

NICE NICE appears to be the first contact center industry vendor to move forward with this technology, announcing on January 26, 2023, that it will integrate its CXone Expert with the generative modeling used in ChatGPT. Recommendations Q: What is involved with installing GPT-4 in the contact center?

Contact Center 67

Contact Center B2C Chatbots B2B 67

Vistio

DECEMBER 15, 2021

One of the most successful pest management companies in the US. 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. They shove self-service in your face. That is not a test.

Contact Center 52

Contact Center Banking contact center associations Technology 52