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.
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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. Contact Center Transformation Through QM.
Call Center Weekly
MARCH 1, 2018
I asked my team members for feedback, consulted with other successful leaders, and read everything I could on the subject of making meetings more effective. Ask for feedback! Matt also serves as a steering committee member for the Northern California Contact Center Association. Talk to your team members.
The Northridge Group
MAY 2, 2023
The model uses machine learning algorithms to continuously improve its performance and accuracy based on user interactions and feedback. Despite these challenges, careful handling of GPT-4 can unlock tremendous value for both users and providers by improving efficiency and increasing the effectiveness of communication strategies.
Contact Center Geek
JANUARY 14, 2016
A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read. A strategy of delighting customers doesn't pay.
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. And one of the things we realize is, for one, you always have to act on that feedback. And I’ve talked to a number of contact center leaders.
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