The Northridge Group

MARCH 28, 2022

The benefits of data insights for healthcare contact centers are plentiful and therefore worthy of further exploration. A Fortune 50 Healthcare client wanted to better understand the drivers of their high incidence of repeat calls. The outcomes improved First Call Resolution, yielding a 30% reduction in customer contacts.

Healthcare 120

Healthcare Analytics Contact Center First call resolution 120

The Northridge Group

NOVEMBER 4, 2021

Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. They learn that great coaches are deliberate about recognizing even small associate accomplishments, but also hold associates accountable for their improvements.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

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. QM INSIGHTS.

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Contact Center contact center associations Brand ambassadors Coaching 104