Coaching Contact Center contact center associations Customer Experience 
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. Key Stressors and Solutions. A Success Story.
The Northridge Group
NOVEMBER 4, 2021
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Frontline excellence training instructs managers in the following best practices of great coaches : Providing dedicated coaching with role modeling for the supervisors.
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The Northridge Group
AUGUST 14, 2023
In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity.
The Northridge Group
JULY 20, 2023
Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. But is this really producing more productivity?
The Northridge Group
SEPTEMBER 13, 2023
Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues.
The Northridge Group
MARCH 28, 2022
The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration. This inability to resolve customer issues in the first contact not only resulted in a poor customer experience but the staffing requirements to meet that increased call volume created higher operational costs.
The Northridge Group
NOVEMBER 9, 2022
This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. The Role of QM in the Contact Center. QM INSIGHTS.
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