Contact Center contact center associations Customer Service Metrics 
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. Seeing is Believing, Or Not?
The Northridge Group
AUGUST 14, 2023
In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path. That said, simply accelerating the training process is not enough.
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Call Center Weekly
NOVEMBER 9, 2017
Why is the issue of compliance important for contact centers? Contact centers need to provide accurate information to their customers. Contact center Agents need the most accurate and up to date information. Note, Brad’s responses have been lightly edited and condensed for clarity.
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. Empowering Associates to Deliver a Differentiated Customer Experience. Strong coaches understand business objectives but also know how the objectives impact their associates.
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.
The Northridge Group
AUGUST 31, 2023
We’ve seen companies that return to the core focus of people, process, and technology have not only adapted but thrived—realizing tangible improvements in customer service, reduced costs, and increased efficiencies within their contact center operation, as well as a bump in the overall experience.
The Northridge Group
AUGUST 31, 2023
We’ve seen companies that return to the core focus of people, process, and technology have not only adapted but thrived—realizing tangible improvements in customer service, reduced costs, and increased efficiencies within their contact center operation, as well as a bump in the overall experience.
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