The Northridge Group
OCTOBER 20, 2021
The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives. The “digital first” transformation will not eliminate the need for the human contact center, but rather elevate the associate to a more expert role.
The Northridge Group
NOVEMBER 4, 2021
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. They learn that great coaches are deliberate about recognizing even small associate accomplishments, but also hold associates accountable for their improvements.
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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 Geek
SEPTEMBER 16, 2018
Guest post from Dr. Debra Bentson We talk a lot in the Customer Experience space about how to deliver CX – I’m putting this topic on its head to share a few things about customer experience. There was one other customer in the shop. Be kind, demonstrate courtesy and respect, even when you are the customer.
The Northridge Group
JUNE 2, 2023
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.
Call Center Weekly
SEPTEMBER 13, 2018
This bit speaks to me in the context of customer experience: “Treat me good, I’ll treat you better, treat me bad and I’ll treat you worse” Customers don’t really want to be amazed or have their hair blown back – just helped. Those feelings set the tone for the human interaction and inform the customer experience.
The Northridge Group
NOVEMBER 9, 2022
As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. The key to delivering an exceptional customer experience (CX) isn’t just an ability to juggle all these aspects, however. The Role of QM in the Contact Center.
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