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Success Story: Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers

The Northridge Group

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.

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From 411 Operator to Contact Center Geek: An Interview with Contact Center Operations Expert, Matt Beckwith

Vistio

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. And they just pose a question every day, and it’s fun to interact with that.