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.

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. INCREASED ISSUE COMPLEXITY.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

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. But, normally it’s let’s get beyond the referenceable accounts. They shove self-service in your face. That is not a test.

Contact Center 52

Contact Center Banking contact center associations Technology 52