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Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Northridge Group

MARCH 28, 2022

Let’s discuss how The Northridge Group helped one healthcare client harness the power of advanced analytics to drive operational efficiencies and a more effortless experience for their customers and contact center associates, leading to significant improvements in First Call Resolution (FCR). A Success Story.

Healthcare 120
Healthcare Analytics Contact Center First call resolution 120
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Your Team Meetings Suck (But They Don't Have To)

Call Center Weekly

MARCH 1, 2018

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. It’s a great skill in which to coach a strong performer. Matt also serves as a steering committee member for the Northern California Contact Center Association.

Contact Center 136
Contact Center contact center associations Coaching Feedback 136
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