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
In the early days of customer contact centers, associates might typically have found that 50 out of 100 incoming calls could be easily resolved with a few simple steps. In a “digital first” customer service environment, associates should expect simple calls to be scarce.
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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 This increases the probability of first contact resolution and customers do not have to keep shuffling between different channels.
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.
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.
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