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. Refocusing team managers to listen to calls with the “ ear of the customer ”. Developing targeted exercises to identify challenges and overcome barriers.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

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.

Government 67

Government Contact Center Coaching contact center associations 67

The Northridge Group

NOVEMBER 9, 2022

As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. The key to delivering an exceptional customer experience (CX) isn’t just an ability to juggle all these aspects, however. The Role of QM in the Contact Center.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

The Northridge Group

MAY 2, 2023

Download Part 1 of Northridge's State of Customer Experience 2023 Research Report for more CX insights! The Northridge Group needs the contact information you provide to us to contact you about our products and services. Recommendations Q: What is involved with installing GPT-4 in the contact center?

Contact Center 67

Contact Center B2C Chatbots B2B 67