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 adds a personalized touch.

B2B 67

B2B B2C Contact Center contact center associations 67

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 104

Contact Center contact center associations Brand ambassadors Coaching 104

Toister Performance Solutions

JANUARY 23, 2020

Other companies include live support such as phone or in-person in their whole company support programs. I can personally vouch for that last benefit. Chicago, IL: Midwest Contact Center Association (February 13) Miami, FL: Zendesk Relate (March 4) Las Vegas, NV: SupportWorld Live (April 22-23) Ft.

contact center associations 72

contact center associations Contact Center Feedback Personalization 72

Contact Center Geek

APRIL 4, 2018

Has working in customer service made a positive affect in your personal life? Treating customers well, and treating employees that service customers well, has always made me a happier and healthier person. Matt also serves as a steering committee member for the Northern California Contact Center Association.

contact center associations 54

contact center associations Education Contact Center Call Center 54

Contact Center Geek

SEPTEMBER 16, 2018

It literally costs nothing, but it will enhance your customer experience, the experience of the service person helping you, and incrementally will make the world a little better. Dr. Debra Bentson has spent most of her career in Contact Centers with an emphasis on building and leading Workforce Management teams.

Customer Experience 61

Customer Experience contact center associations Contact Center Call Center 61

The Northridge Group

MAY 2, 2023

Finally, GPT-4 enables users to customize their personalities to meet their specific needs, which enhances its adaptability and flexibility in different situations. Additionally, its capacity for personalized conversations allows companies to provide more targeted customer care in real-time.

Contact Center 67

Contact Center B2C Chatbots B2B 67

Vistio

DECEMBER 15, 2021

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. ” I called the bank, and I was fascinated with this person that I called an operator, or my mother called an operator. This is personalization.”

Contact Center 52

Contact Center Banking contact center associations Technology 52

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. I loved it.

Contact Center 48

Contact Center Management Call Center contact center associations 48

Call Center Weekly

MARCH 1, 2018

Last month we added a random bullet point that read, “the first person to tell Matt that they like the number 11 wins a free lunch". Matt also serves as a steering committee member for the Northern California Contact Center Association. It is crucial to distribute the notes shortly after each team meeting.

Contact Center 136

Contact Center contact center associations Coaching Feedback 136