HGS

JULY 12, 2017

In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We This increases the probability of first contact resolution and customers do not have to keep shuffling between different channels.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

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. AI-POWERED SPEECH ANALYTICS. Contact Center Transformation Through QM.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

The Northridge Group

AUGUST 14, 2023

The Future of Contact Center Training and Retention Forward-thinking contact center decision-makers will create a more engaging environment when they revamp training and retention strategies by focusing on: Optimized Onboarding The onboarding process must be smooth, frictionless, and valuable to the employee.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

The Northridge Group

AUGUST 31, 2023

For example, a leading healthcare insurance provider engaged our firm to assess their current new hire training programs to ensure contact center associates had the knowledge and skills necessary to deliver accurate, personalized service and provide great experiences for both members and providers.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

The Northridge Group

AUGUST 31, 2023

For example, a leading healthcare insurance provider engaged our firm to assess their current new hire training programs to ensure contact center associates had the knowledge and skills necessary to deliver accurate, personalized service and provide great experiences for both members and providers.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

The Northridge Group

MAY 2, 2023

To get a handle on ChatGPT, its implications, benefits, challenges, and best practices for contact centers we had a virtual conversation recently with Nathan Hart, Senior Director of Technology, Solutioning & Data Analytics, The Northridge Group. Installing GPT-4 in the contact center requires a clear strategy.

Contact Center 67

Contact Center B2C Chatbots B2B 67