contact center associations Metrics Sales Scripts 
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.
The Northridge Group
MAY 2, 2023
Many existing chat technologies still rely on simple scripts and pre-programmed generic responses, which do not add value to the conversation. The technology should immediately route customers to the right answers without the need for transfers or callbacks, creating self-service experiences that feel human without engaging associates.
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