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Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Northridge Group

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story.

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How Contact Center Quality Monitoring Benefits the Healthcare Industry

The Northridge Group

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. Each associate is rated on multiple behaviors in addition to performance on compliance.

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Proper Contact Center Training Benefits Employee Experience

The Northridge Group

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path. That said, simply accelerating the training process is not enough.

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The Importance of Quality Monitoring for Government Agency Contact Centers

The Northridge Group

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues.

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The Transformational Power of Quality Monitoring

Contact Center Pipeline

As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical.

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The Transformational Power of Quality Monitoring

The Northridge Group

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. How a robust QM program can remake the CX.

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The Crucial Connection Between CX Tech & Training

The Northridge Group

We’ve seen companies that return to the core focus of people, process, and technology have not only adapted but thrived—realizing tangible improvements in customer service, reduced costs, and increased efficiencies within their contact center operation, as well as a bump in the overall experience.