contact center associations Metrics Self service 
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.
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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. INCREASED ISSUE COMPLEXITY.
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.
The Northridge Group
MAY 2, 2023
The goal of integrating NICE CXone Expert with OpenAI’s generative modeling is to ensure that the resulting answers to customer self-service inquiries are not only quick and highly accurate but that they are also semantically constructed in a human-friendly manner that is easy to understand.
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