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. You must answer the phone to provide the service or close the sale. Hire the right Workforce Team!

Management 206

Management Customer Service contact center associations Interactive Voice Response 206

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.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

The Northridge Group

JUNE 2, 2023

A poor experience in a B2C contact center may lead to the loss of one customer (and possibly their friends, family, and acquaintances), while a poor experience in a B2B contact center could lead to the loss of a multitude of sales. But a customer that buys one or two products a year could easily get by without one.

B2B 67

B2B B2C Contact Center contact center associations 67

Call Center Weekly

NOVEMBER 9, 2017

By Mike Aoki I recently had a conversation with Brad Sellors, Managing Director at InfiniteKM , regarding knowledge management systems (KMS), consistency and compliance. Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers.

Contact Center 149

Contact Center contact center associations Banking Education 149

Vistio

DECEMBER 15, 2021

One of the most successful pest management companies in the US. 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 certainly, with technology, I take a lot of sales calls.

Contact Center 52

Contact Center Banking contact center associations Technology 52

The Northridge Group

MAY 2, 2023

NICE NICE appears to be the first contact center industry vendor to move forward with this technology, announcing on January 26, 2023, that it will integrate its CXone Expert with the generative modeling used in ChatGPT. Recommendations Q: What is involved with installing GPT-4 in the contact center?

Contact Center 67

Contact Center B2C Chatbots B2B 67