CCNG

FEBRUARY 1, 2023

As the first line of defense against angry customers, many customer service associates report they have been blamed for things that are out of their control. I advise my clients that to retain high-performing associates, they must provide training, keep them motivated, and work to reduce the key drivers of their job stress.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

The Northridge Group

AUGUST 14, 2023

In a time when companies need more skilled associates than ever, and they need them fast, such investments and improvements are essential to contact center and associate success. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights!

Contact Center 92

Contact Center Coaching Morale contact center associations 92

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?

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121