Accountability Contact Center contact center associations Customer Experience 
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?
The Northridge Group
OCTOBER 20, 2021
With companies across nearly every industry scrambling to create exciting “digital first” customer experiences , it’s easy to imagine that human associates in traditional customer service contact centers could be left behind. Yet nothing could be further from the truth.
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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.
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.
Vistio
DECEMBER 15, 2021
Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for Clark Pest Control. Thank you, Hailey, appreciate it.
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.
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.
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