The Northridge Group
AUGUST 23, 2022
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. Behaviors associated with compliance-related issues: Documenting facts: +19 percentage pts.
The Northridge Group
NOVEMBER 4, 2021
Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Accountability is essential for coaches as well as associates.
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Call Center Weekly
NOVEMBER 9, 2017
To maintain that informational accuracy, you should also set up an authorization/review process so, key documents are routinely reviewed by the right stakeholders. a Canadian training company that helps contact centers improve their sales and customer retention results. You can create online quizzes to test for understanding.
Call Center Weekly
MARCH 1, 2018
It’s not enough to just document open items in the meeting notes, you have to get closure on them. If someone asks a question and the answer needs to be researched, then document it. Matt also serves as a steering committee member for the Northern California Contact Center Association.
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