The Northridge Group
JULY 6, 2022
The urgent need to support the healthcare workforce and respond to what has become an exhaustion crisis was addressed in a 2022 Advisory by U.S. Contact Centers in Crisis. While job stress impacts almost everyone in the workforce, employees in contact centers are more likely to experience burnout than others.
CCNG
FEBRUARY 1, 2023
As the first line of defense against angry customers, many customer service associates report they have been blamed for things that are out of their control. By proactively addressing associate burnout, contact centers can empower their associates to improve the customer experience. Time is our scarcest resource.
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The Northridge Group
AUGUST 31, 2023
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. The most crucial interdependencies within the core elements lay with technology and training and the investment in processes to support the adoption and integration of both. People Power CX excellence stems from empowered people.
The Northridge Group
AUGUST 31, 2023
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. The most crucial interdependencies within the core elements lay with technology and training and the investment in processes to support the adoption and integration of both. People Power CX excellence stems from empowered people.
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.
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