contact center associations Customer Service First call resolution Metrics 
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. Strong coaches understand business objectives but also know how the objectives impact their associates. Highly effective coaches know that coaching to behaviors is what improves metrics!
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.
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