The Northridge Group
JULY 6, 2022
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. Empowering Contact Center Associates.
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. Healthcare Quality Monitoring.
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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. As such, it is also important to focus on the right KPIs that prioritize CX.
The Northridge Group
OCTOBER 20, 2021
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. Contact centers must respond to this new reality by helping their associates “skill up.”
CCNG
FEBRUARY 1, 2023
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.
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. That is especially true for industries such as banking and insurance, which are heavily regulated. Contact center Agents need the most accurate and up to date information.
Vistio
DECEMBER 15, 2021
Today, we have with us, Matt Beckwith, a proud “ Contact Center Geek ” with over 25 years in contact center industry. He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association.
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