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. By proactively addressing associate burnout, contact centers can empower their associates to improve the customer experience.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

The Northridge Group

AUGUST 23, 2022

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. First Contact Resolution (FCR). Customer Experience (CX).

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

Call Center Weekly

SEPTEMBER 13, 2018

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.

Management 206

Management Customer Service contact center associations Interactive Voice Response 206