Contact Center contact center associations Personalization 
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.
The Northridge Group
OCTOBER 20, 2021
The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives. The “digital first” transformation will not eliminate the need for the human contact center, but rather elevate the associate to a more expert role.
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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.
CCNG
FEBRUARY 1, 2023
While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.
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. Empowering Associates to Deliver a Differentiated Customer Experience.
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. How a robust QM program can remake the CX.
Call Center Weekly
MARCH 1, 2018
By Matt Beckwith Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck! At the beginning of my contact center career I lived through some awful team meetings.
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