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“Digital First” and Transforming the Contact Center Associate’s Role

The Northridge Group

Well-designed, user-friendly company websites will guide visitors through the process of making a purchase or creating an account on their own. In the early days of customer contact centers, associates might typically have found that 50 out of 100 incoming calls could be easily resolved with a few simple steps.

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Best Practices of Great Coaches

The Northridge Group

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.

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Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council

Acquire BPO

Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP of People and Culture, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council. The organization brings together HR leaders to strengthen talent development, employee engagement and labor relations across CCAP’s BPO company members.

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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.

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Reaching Out to Improve the B2B CX

The Northridge Group

While insurance companies compete for both providers and members, the potential magnitude of loss due to poor CXs on a provider account is usually much greater than on a member account. If the customer is large and/or makes many purchases, they may need an account manager to also work out logistics for them.

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Workforce Management's Impact on Customer Service

Call Center Weekly

Debra Bentson has spent most of her career in Contact Centers with an emphasis on building and leading Workforce Management teams. Her leadership style balances structure, empowerment, accountability, results, and fun.

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Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council

Acquire BPO

Acquire BPO is proud to announce that Ivy Paraluman De Borja , VP for People & Culture, PH, has been elected to the Contact Center Association of the Philippines (CCAP) HR Council. Congratulations, Ivy! AcquireProud. The post Acquire BPO’s Ivy Paraluman De Borja joins the CCAP HR Council appeared first on Acquire BPO.