contact center associations Metrics Morale 
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.
The Northridge Group
AUGUST 14, 2023
When The Northridge Group was engaged by a major benefits administration provider to deliver a Performance Coaching Program that included coaching and development of new hires, the partnership resulted in a 34-percentage point increase in quality acceptance rate, a decrease in escalated cases, and positive associate morale and engagement.
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