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

AUGUST 23, 2022

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.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

The Northridge Group

AUGUST 31, 2023

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Employees equipped with the right skills and knowledge connected to emerging Technology can deliver personalized and memorable experiences that customers will appreciate.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67

The Northridge Group

AUGUST 31, 2023

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Employees equipped with the right skills and knowledge connected to emerging Technology can deliver personalized and memorable experiences that customers will appreciate.

Average Handle Time 67

Average Handle Time Healthcare contact center associations Contact Center 67