The Northridge Group
JULY 6, 2022
Thus, it comes as no surprise that we are seeing it trickle down to healthcare contact center associates, causing them to leave their jobs, with both payers and providers, at increasing rates since the onset of the pandemic. Contact Centers in Crisis. Empowering Contact Center Associates.
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.
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The Northridge Group
OCTOBER 20, 2021
In the early days of customer contact centers, associates might typically have found that 50 out of 100 incoming calls could be easily resolved with a few simple steps. In a “digital first” customer service environment, associates should expect simple calls to be scarce.
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. You may unsubscribe from these communications at anytime.
The Northridge Group
AUGUST 31, 2023
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. The most crucial interdependencies within the core elements lay with technology and training and the investment in processes to support the adoption and integration of both. People Power CX excellence stems from empowered people.
The Northridge Group
AUGUST 31, 2023
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. The most crucial interdependencies within the core elements lay with technology and training and the investment in processes to support the adoption and integration of both. People Power CX excellence stems from empowered people.
The Northridge Group
MARCH 28, 2022
The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration. This created a robust view, categorizing their callers and the reasons for their calls into actionable healthcare-specific groupings. To learn more, contact us. A Success Story. Impactful Results.
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