The Northridge Group

NOVEMBER 4, 2021

Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Empowering Associates to Deliver a Differentiated Customer Experience.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

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 Contact Center Awards. This is a key differentiator for us to compete in the industry.”. outsourcing.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

The Northridge Group

MAY 2, 2023

This article was originally published on Contact Center Pipeline and can be viewed here. Will, and How, This New Technology Model Help Contact Centers? But could it revolutionize the contact center industry? and most recently (at presstime) GPT-4.

Contact Center 67

Contact Center B2C Chatbots B2B 67

NICE inContact

MAY 1, 2019

The company has 75,000 associates, mostly agents, and provides contact center services to 400+ clients in more than 70 countries and in 45 different languages. But it was a first for Sitel when a global insurance client approached the company to build a soup-to-nuts contact center solution—technology included.

Management 16

Management Business Process Outsourcing contact center associations contact center solutions 16