The Northridge Group

JULY 6, 2022

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.

contact center associations 119

contact center associations Contact Center Healthcare Call Center 119

Call Center Weekly

SEPTEMBER 13, 2018

Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. Some of the bits resonated with me – others did not. Hire the right Workforce Team!

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

Call Center Weekly

NOVEMBER 9, 2017

By Mike Aoki I recently had a conversation with Brad Sellors, Managing Director at InfiniteKM , regarding knowledge management systems (KMS), consistency and compliance. Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers.

Contact Center 149

Contact Center contact center associations Banking Education 149

Contact Center Geek

JANUARY 14, 2016

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?

Contact Center 48

Contact Center Management Call Center contact center associations 48

Contact Center Geek

SEPTEMBER 16, 2018

My lens is one of having spent the majority of my career in work directly providing service or in management roles in businesses that deliver service. When I was a lead in a contact center, I actually liked the messy ones – they challenged and helped me learn how to de-escalate their situation, solve their problem, and earn their trust.

Customer Experience 61

Customer Experience contact center associations Contact Center Call Center 61

NICE inContact

MAY 1, 2019

Sitel partners with its clients to build brand loyalty and customer satisfaction with innovative, end-to-end solutions for enhancing the customer experience, and its contact center associates deliver more than 2.5 million customer experiences every day! Read more about this collaboration.

Management 16

Management Business Process Outsourcing contact center associations contact center solutions 16

Vistio

DECEMBER 15, 2021

One of the most successful pest management companies in the US. 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?

Contact Center 52

Contact Center Banking contact center associations Technology 52