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?

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

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. INCREASED ISSUE COMPLEXITY.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

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

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. This is one way to create stellar experiences for your most valuable customers.

B2B 67

B2B B2C Contact Center contact center associations 67

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.

Contact Center 67

Contact Center B2C Chatbots B2B 67

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. They shove self-service in your face. One of the most successful pest management companies in the US. That is not a test. No, great rant.

Contact Center 52

Contact Center Banking contact center associations Technology 52