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HGS Harvests Gold at CCW Awards Ceremony

HGS

In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We Best Use of Self-Service Technology. Contact Center Awards. self service.

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Redefining Contact Center Productivity for the Modern Associate

The Northridge Group

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.

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Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Northridge Group

The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration. Human assisted” analytics – Our healthcare-trained contact center experts listened to customer calls and reviewed chat sessions. To learn more, contact us.

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The Transformational Power of Quality Monitoring

Contact Center Pipeline

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 Transformational Power of Quality Monitoring

The Northridge Group

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.

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From 411 Operator to Contact Center Geek: An Interview with Contact Center Operations Expert, Matt Beckwith

Vistio

Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association.

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Reaching Out to Improve the B2B CX

The Northridge Group

This article was originally published on Contact Center Pipeline and can be viewed here. How well-executed outbound customer contacts can deliver excellent CXs. Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers.

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