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.
Call Center Weekly
SEPTEMBER 13, 2018
Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels. It took me about six miles, in one session, on the treadmill to read the book filled with Sonny’s rules for life.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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
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. Recalibrating the team on current vs. desired future state performance.
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.
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.
The Northridge Group
AUGUST 14, 2023
The Northridge Group helped put this into action when we worked with a leading financial services company on a sales contact center transformation project that spanned recruiting, training, quality monitoring, workflow management, and performance metrics.
Expert insights. Personalized for you.
119 
Let's personalize your content