CCNG
FEBRUARY 1, 2023
As the first line of defense against angry customers, many customer service associates report they have been blamed for things that are out of their control. By proactively addressing associate burnout, contact centers can empower their associates to improve the customer experience.
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. TRAINING WITH REAL-LIFE EXAMPLES.
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The Northridge Group
AUGUST 31, 2023
For example, a leading healthcare insurance provider engaged our firm to assess their current new hire training programs to ensure contact center associates had the knowledge and skills necessary to deliver accurate, personalized service and provide great experiences for both members and providers.
The Northridge Group
AUGUST 31, 2023
For example, a leading healthcare insurance provider engaged our firm to assess their current new hire training programs to ensure contact center associates had the knowledge and skills necessary to deliver accurate, personalized service and provide great experiences for both members and providers.
Call Center Weekly
NOVEMBER 9, 2017
For example, Agents can track what they previously reviewed to see if they missed any updates while on vacation. For example, if a customer searches your website for “extended warranty” information, they get a description of how it works and what it covers. This can all be done via the knowledge management platform.
The Northridge Group
JUNE 2, 2023
For example, when a hospital that does 1,200 MRIs per month calls to find out why an insurance company rejected 90% of its claims, not only must the insurance company’s contact center associates have good answers but the experience of getting to the answers must be well-orchestrated too.
The Northridge Group
AUGUST 14, 2023
AI technologies are primed to transform the everyday workflows of the Contact Center by solving simple, low-trust interactions, like password resets and questions on bill payments. For example, AI can track negative sentiment on phone calls, allowing time for managers to coach associates and train more productive behaviors.
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