The Northridge Group

AUGUST 23, 2022

Download Northridge’s 2021 State of the Customer Service Experience Report for additional CX insights. Data analytics allow us to assess how the internal associates are performing benchmarked against the performance of the outsourcing partner’s associates. These KPIs include: Average Handle Time (AHT). Customer Experience (CX).

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

COPC

SEPTEMBER 30, 2022

First awarded this prestigious recognition in March 2021, COPC Inc. RevealCX enables quality management best practices in all areas such as calibration, closed-loop feedback, action planning and robust analytics to drive performance improvement efforts.

Calibration 63

Calibration Best practices Quality management Benchmark 63

Inbenta

SEPTEMBER 14, 2021

Despite this initial concept dating back to 2019, it wasn’t until this spring-summer 2021 when we first experienced the event. You need to understand and calibrate your employees’ mood to know where they are at, instead of waiting around to see what happens. Reach out to employees with an automated chatbot to calibrate their needs.

Calibration 59

Calibration Chatbots Government Analytics 59

CSM Magazine

JANUARY 21, 2021

In the US, in 2021, 53.9 By connecting with prospects and customers via the communication channel they prefer and use daily, the company can get better and faster feedback from the customer, which can automatically be recorded on their CRM to inform the subsequent actions. Taking Tech Stack to the next level.

Calibration 52

Calibration CRM Chatbots Feedback 52

NobelBiz

MAY 9, 2023

Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. from 2021 to 2028 to reach USD 12.2 billion in 2020 and is expected to grow at a compound annual growth rate (CAGR) of 37% from 2021 to 2028.

Best practices 98

Best practices Call Center Gamification Contact center software 98

pindrop

OCTOBER 21, 2021

Goal: Leverage AI, smart workflow management tools and analytics to unburden agents. Goal : Leveraging data, analytics and AI to automate and optimize agent training and onboarding processes Analytics – Interaction analytics, real-time decisioning and business intelligence for superior agent performance.

Contact Center 57

Contact Center Interactive Voice Response Self service Call Center 57