Call Center Weekly
SEPTEMBER 13, 2018
If the communication link between them and the Workforce team is not in place – the efforts will result in burying the call center in call traffic with no one to answer the phone. You must answer the phone to provide the service or close the sale. Hire the right Workforce Team!
The Northridge Group
AUGUST 14, 2023
In the recent 2023 State of CX report by The Northridge Group, 92% of business leaders surveyed said they would like to provide additional training to their customer service representatives. If your training program isn’t ready to support this shift your customers will suffer.
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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.
Call Center Weekly
NOVEMBER 9, 2017
a Canadian training company that helps contact centers improve their sales and customer retention results. A call center expert, Mike serves on the Advisory Council of the Greater Toronto Area Contact Center association, and was Master of Ceremonies for their 2012-2014 and 2016 Annual Conferences.
Contact Center Geek
APRIL 4, 2018
Has working in customer service made a positive affect in your personal life? I’m not sure if I was drawn to work in customer service because of my natural curiosities and interests or if working in service has created who I am today. I have no doubt that learned empathy through working in customer service.
Call Center Weekly
APRIL 25, 2018
a Canadian training company that helps contact centers improve their sales and customer retention results. A contact center expert, Mike serves on the advisory council of the Greater Toronto Area Contact Center Association and was Master of Ceremonies for five of their Annual Conferences.
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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