Accountability contact center associations Groups Management 
Call Center Weekly
SEPTEMBER 13, 2018
Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. Her leadership style balances structure, empowerment, accountability, results, and fun.
The Northridge Group
NOVEMBER 4, 2021
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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The Northridge Group
OCTOBER 20, 2021
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.
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. You may unsubscribe from these communications at anytime.
The Northridge Group
JUNE 2, 2023
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.
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. QM INSIGHTS.
Contact Center Geek
SEPTEMBER 16, 2018
My lens is one of having spent the majority of my career in work directly providing service or in management roles in businesses that deliver service. Debra Bentson has spent most of her career in Contact Centers with an emphasis on building and leading Workforce Management teams.
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