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Workforce Management's Impact on Customer Service

Call Center Weekly

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.

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

The Northridge Group

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.

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From 411 Operator to Contact Center Geek: An Interview with Contact Center Operations Expert, Matt Beckwith

Vistio

His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for Clark Pest Control. 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.