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.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

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. Consequently, it’s widely considered a superior metric for gauging productivity.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

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.

B2B 67

B2B B2C Contact Center contact center associations 67

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 104

Contact Center contact center associations Brand ambassadors Coaching 104