contact center associations Scripts Self service 
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 allows time for preparation.
The Northridge Group
MAY 2, 2023
Many existing chat technologies still rely on simple scripts and pre-programmed generic responses, which do not add value to the conversation. The technology should immediately route customers to the right answers without the need for transfers or callbacks, creating self-service experiences that feel human without engaging associates.
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