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. Time is our scarcest resource.
The Northridge Group
OCTOBER 20, 2021
The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives. In a “digital first” customer service environment, associates should expect simple calls to be scarce.
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The Northridge Group
AUGUST 31, 2023
Employees equipped with the right skills and knowledge connected to emerging Technology can deliver personalized and memorable experiences that customers will appreciate. Techniques like iterative development, cross-functional collaboration, and customer feedback loops allow for continuous adaptation.
The Northridge Group
AUGUST 31, 2023
Employees equipped with the right skills and knowledge connected to emerging Technology can deliver personalized and memorable experiences that customers will appreciate. Techniques like iterative development, cross-functional collaboration, and customer feedback loops allow for continuous adaptation.
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 adds a personalized touch.
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.
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