Call Center Weekly

SEPTEMBER 13, 2018

The Workforce Management function has many customers – the external customers, agents, business managers, finance, marketing… Success is in finding the balance of forecasting and scheduling “Human Resources” to assist the external customers when they want assistance. Have them at “Hello!”

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

The Northridge Group

MARCH 28, 2022

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.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

Vistio

DECEMBER 15, 2021

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. You shouldn’t have a recording on your IVR that says wait times are longer because of the COVID 19, no, because this is not an unknown.

Contact Center 52

Contact Center Banking contact center associations Technology 52