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Supporting Contact Center Associates to Reduce Burnout and Impact Patient and Member Experience

The Northridge Group

Thus, it comes as no surprise that we are seeing it trickle down to healthcare contact center associates, causing them to leave their jobs, with both payers and providers, at increasing rates since the onset of the pandemic. Contact Centers in Crisis. Empowering Contact Center Associates.

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The Effortless Experience - A Must Read for Contact Center Managers

Contact Center Geek

A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read. I loved it. The evolution in measuring service?

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From 411 Operator to Contact Center Geek: An Interview with Contact Center Operations Expert, Matt Beckwith

Vistio

He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association. Do I have your permission to record this call for quality assurance? And I’ve talked to a number of contact center leaders.

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Your Team Meetings Suck (But They Don't Have To)

Call Center Weekly

I asked my team members for feedback, consulted with other successful leaders, and read everything I could on the subject of making meetings more effective. Ask for feedback! Matt Beckwith is proud to be a Contact Center Geek. When I first became a supervisor, I vowed to change that. Talk to your team members.