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. Download Northridge’s 2021 State of the Customer Service Experience Report for additional CX insights.
HGS
MARCH 18, 2015
Escape the Contact Center Paradox: Narrow your Focus. BPO contact centers that are most effective at reducing the noise of distracting facts and figures, to ensure emphasis on the BPO mission and relevant priorities, tend to be the most successful. Effective contact centers are very clear on what is most important.
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pindrop
AUGUST 16, 2021
Each KBA required to complete authentication increases the average handle time required to authenticate a caller and increases the average cost per call for the contact center. A more efficient authentication process is one that is capable of calibrating the authentication requirements based on the desired action of the caller.
Call Center Weekly
SEPTEMBER 14, 2017
I am constantly reminding everyone how important the QA team is to the contact center's success. Therefore, it is necessary that contact center leaders align quality and satisfaction. One way to do this is through QA calibrations. I have led or consulted contact centers of various sizes across numerous industries.
Taylor Reach Group
JANUARY 11, 2018
The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. If the client does anything such as a new website, new invoice design, or new product introduction where it can reasonably be assumed will increase call length, is similarly exempted from the governing KPI’s.
COPC
FEBRUARY 15, 2024
BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support.  This powerful technology is becoming integral to customer service frameworks, especially in contact center operations.
Blueship Call Center
NOVEMBER 28, 2023
You can be sure that the government has rules dictating how you, or a third party, must handle someone else’s private information if you handle it. Speak with current and past clients about the scope and calibre of services provided, as well as any challenges that arose throughout the partnership.
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