The Northridge Group

AUGUST 23, 2022

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.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

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.

Contact Center 149

Contact Center contact center associations Banking Education 149

The Northridge Group

NOVEMBER 4, 2021

Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their managers, who must continually strike a balance between associate development and sustained business outcomes. Empowering Associates to Deliver a Differentiated Customer Experience.

Best practices 136

Best practices Coaching contact center associations Contact Center 136

Call Center Weekly

MARCH 1, 2018

By Matt Beckwith Contact centers of all shapes and sizes often have lots of similarities. One thing I have found to be true across most companies is this shocker: contact center team meetings suck! At the beginning of my contact center career I lived through some awful team meetings.

Contact Center 136

Contact Center contact center associations Coaching Feedback 136