The Northridge Group
AUGUST 14, 2023
The Future of Contact Center Training and Retention Forward-thinking contact center decision-makers will create a more engaging environment when they revamp training and retention strategies by focusing on: Optimized Onboarding The onboarding process must be smooth, frictionless, and valuable to the employee.
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.
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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
NOVEMBER 9, 2022
This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical. The Role of QM in the Contact Center. Contact Center Transformation Through QM.
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.
The Northridge Group
MAY 2, 2023
Despite these challenges, careful handling of GPT-4 can unlock tremendous value for both users and providers by improving efficiency and increasing the effectiveness of communication strategies. Recommendations Q: What is involved with installing GPT-4 in the contact center? Does it supplement or supplant other chat tools?
Contact Center Geek
JANUARY 14, 2016
A fellow Nor Cal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. If you work in a call center, or provide service to customers, this is a must read. A strategy of delighting customers doesn't pay.
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