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Supporting Contact Center Associates to Reduce Burnout and Impact Patient and Member Experience

The Northridge Group

Thus, it comes as no surprise that we are seeing it trickle down to healthcare contact center associates, causing them to leave their jobs, with both payers and providers, at increasing rates since the onset of the pandemic. Contact Centers in Crisis. Key Stressors and Solutions. A Success Story.

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Redefining Contact Center Productivity for the Modern Associate

The Northridge Group

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. But is this really producing more productivity?

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How Contact Center Quality Monitoring Benefits the Healthcare Industry

The Northridge Group

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. Each associate is rated on multiple behaviors in addition to performance on compliance.

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“Digital First” and Transforming the Contact Center Associate’s Role

The Northridge Group

With companies across nearly every industry scrambling to create exciting “digital first” customer experiences , it’s easy to imagine that human associates in traditional customer service contact centers could be left behind. Yet nothing could be further from the truth.

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Proper Contact Center Training Benefits Employee Experience

The Northridge Group

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity.

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The Hiring Game Has Changed: Strategies for Solving Staffing Issues

CCNG

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.

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The Importance of Quality Monitoring for Government Agency Contact Centers

The Northridge Group

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues.