contact center associations Customer Service Metrics Personalization 
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. At-Home or In-Office Work So which environment is better for work productivity?
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!
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The Northridge Group
AUGUST 31, 2023
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Employees equipped with the right skills and knowledge connected to emerging Technology can deliver personalized and memorable experiences that customers will appreciate.
The Northridge Group
AUGUST 31, 2023
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Employees equipped with the right skills and knowledge connected to emerging Technology can deliver personalized and memorable experiences that customers will appreciate.
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.
The Northridge Group
JUNE 2, 2023
A poor experience in a B2C contact center may lead to the loss of one customer (and possibly their friends, family, and acquaintances), while a poor experience in a B2B contact center could lead to the loss of a multitude of sales. Losing a B2B customer is a lot riskier than losing a B2C customer.
The Northridge Group
MAY 2, 2023
It has immense promise not only for enabling people to talk with machines but also for improving customer service, providing emotional support, and revolutionizing key processes associated with other lines of work that are currently done solely by humans. which was limited to text-based input.
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