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. Well-designed, user-friendly company websites will guide visitors through the process of making a purchase or creating an account on their own.
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
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.
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
It literally costs nothing, but it will enhance your customer experience, the experience of the service person helping you, and incrementally will make the world a little better. Dr. Debra Bentson has spent most of her career in Contact Centers with an emphasis on building and leading Workforce Management teams.
Vistio
DECEMBER 15, 2021
He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association. ” I called the bank, and I was fascinated with this person that I called an operator, or my mother called an operator. This is personalization.”
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