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. This approach proved successful.
HGS
JULY 12, 2017
Posted by Andrew Kokes, HGS Senior Vice President, Global Marketing. In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We
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Call Center Weekly
SEPTEMBER 13, 2018
The Workforce Management function has many customers – the external customers, agents, business managers, finance, marketing… Success is in finding the balance of forecasting and scheduling “Human Resources” to assist the external customers when they want assistance. Have them at “Hello!” Communication is key!
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.
The Northridge Group
JUNE 2, 2023
For example, when a hospital that does 1,200 MRIs per month calls to find out why an insurance company rejected 90% of its claims, not only must the insurance company’s contact center associates have good answers but the experience of getting to the answers must be well-orchestrated too. It allows time for preparation.
TLC Associates
MARCH 10, 2020
The opportunity has never been greater for mortgage lenders to gain market share. How can you ramp, train, and execute an outbound marketing campaign before the competition? TLC Associates is a seasoned provider of outbound calling solutions with significant experience in the mortgage lending industry.
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