The Northridge Group
JULY 6, 2022
Thus, it comes as no surprise that we are seeing it trickle down to healthcare contact center associates, causing them to leave their jobs, with both payers and providers, at increasing rates since the onset of the pandemic. Contact Centers in Crisis. Empowering Contact Center Associates.
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. To improve their metrics, associates must be willing to listen and learn.
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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. Consequently, it’s widely considered a superior metric for gauging productivity.
Contact Center Pipeline
MARCH 28, 2023
As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical.
Call Center Weekly
NOVEMBER 9, 2017
a Canadian training company that helps contact centers improve their sales and customer retention results. A call center expert, Mike serves on the Advisory Council of the Greater Toronto Area Contact Center association, and was Master of Ceremonies for their 2012-2014 and 2016 Annual Conferences.
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.
The Northridge Group
AUGUST 14, 2023
The Northridge Group helped put this into action when we worked with a leading financial services company on a sales contact center transformation project that spanned recruiting, training, quality monitoring, workflow management, and performance metrics.
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