Contact Center contact center associations Management 
Call Center Weekly
SEPTEMBER 13, 2018
Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. It took me about six miles, in one session, on the treadmill to read the book filled with Sonny’s rules for life.
Contact Center Geek
SEPTEMBER 10, 2021
It usually sounds like this, “I have a new person leading our contact center… where should they go to get help on how to run a contact center?” So, my first answer to that question is to get involved with a regional contact center association.
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Call Center Weekly
NOVEMBER 9, 2017
By Mike Aoki I recently had a conversation with Brad Sellors, Managing Director at InfiniteKM , regarding knowledge management systems (KMS), consistency and compliance. Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers.
The Northridge Group
OCTOBER 20, 2021
With companies across nearly every industry scrambling to create exciting “digital first” customer experiences , it’s easy to imagine that human associates in traditional customer service contact centers could be left behind. In a “digital first” customer service environment, associates should expect simple calls to be scarce.
The Northridge Group
AUGUST 23, 2022
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. Each associate is rated on multiple behaviors in addition to performance on compliance.
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. As such, it is also important to focus on the right KPIs that prioritize CX.
The Northridge Group
AUGUST 14, 2023
In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path. That said, simply accelerating the training process is not enough.
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