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. You may unsubscribe from these communications at anytime.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

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. But is this really producing more productivity?

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

The Northridge Group

SEPTEMBER 13, 2023

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues.

Government 67

Government Contact Center Coaching contact center associations 67