contact center associations Metrics Personalization 
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. Measuring results to celebrate successes and ensure desired results are achieved.
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.
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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.
The Northridge Group
AUGUST 31, 2023
Employees equipped with the right skills and knowledge connected to emerging Technology can deliver personalized and memorable experiences that customers will appreciate. Monitor performance metrics to identify areas for additional improvement and refinement.
The Northridge Group
AUGUST 31, 2023
Employees equipped with the right skills and knowledge connected to emerging Technology can deliver personalized and memorable experiences that customers will appreciate. Monitor performance metrics to identify areas for additional improvement and refinement.
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. It adds a personalized touch.
Contact Center Geek
JANUARY 14, 2016
A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read. I loved it. But is FCR what we should be striving for?
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