HGS

JULY 12, 2017

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 Best Use of Self-Service Technology. Contact Center Awards. self service.

outsourcing 187

outsourcing contact center associations Self service industry standards 187

The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. As such, it is also important to focus on the right KPIs that prioritize CX.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

The Northridge Group

MARCH 28, 2022

Let’s discuss how The Northridge Group helped one healthcare client harness the power of advanced analytics to drive operational efficiencies and a more effortless experience for their customers and contact center associates, leading to significant improvements in First Call Resolution (FCR). A Success Story.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

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. INCREASED ISSUE COMPLEXITY.

Contact Center 104

Contact Center contact center associations Brand ambassadors Coaching 104

The Northridge Group

MAY 2, 2023

This article was originally published on Contact Center Pipeline and can be viewed here. Will, and How, This New Technology Model Help Contact Centers? For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3, then GPT-3.5,

Contact Center 67

Contact Center B2C Chatbots B2B 67

Vistio

DECEMBER 15, 2021

His passion for CX technology and leadership has led to his current role as the Director of Customer Experience for Clark Pest Control. 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.

Contact Center 52

Contact Center Banking contact center associations Technology 52