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. A Success Story.

contact center associations 119

contact center associations Contact Center Healthcare Call Center 119

CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

Call Center Weekly

SEPTEMBER 13, 2018

This bit speaks to me in the context of customer experience: “Treat me good, I’ll treat you better, treat me bad and I’ll treat you worse” Customers don’t really want to be amazed or have their hair blown back – just helped. Those feelings set the tone for the human interaction and inform the customer experience.

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

Vistio

DECEMBER 15, 2021

Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for Clark Pest Control. Thank you, Hailey, appreciate it.

Contact Center 52

Contact Center Banking contact center associations Technology 52

Contact Center Geek

SEPTEMBER 16, 2018

Guest post from Dr. Debra Bentson We talk a lot in the Customer Experience space about how to deliver CX – I’m putting this topic on its head to share a few things about customer experience. There was one other customer in the shop. I liked the fun ones too ?? photo courtesy of Felice DeNigris, Flickr.

Customer Experience 61

Customer Experience contact center associations Contact Center Call Center 61

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. What about customer effort?

Contact Center 48

Contact Center Management Call Center contact center associations 48

Call Center Weekly

APRIL 25, 2018

What do you think is overlooked by contact center leadership, that hinders their customer retention efforts? Customer retention is a relationship rather than an event! Too much emphasis is placed on "saving" customers. EVERY customer contact is a retention opportunity!" By then it is too late.

contact center associations 43

contact center associations Customer retention Contact Center Sales 43