Seasoned business leaders face a variety of challenges when implementing process improvement initiatives that rely on automation. A common struggle across all automation initiatives is
The COVID-19 pandemic has intensified the need for companies to make customer experience as effortless as possible. Northridge’s annual State of Customer Service Experience 2020-2021 report
Successful businesses rely on performance metrics to ensure that they are performing at optimal levels. To achieve this optimum, business leaders must make informed, data-driven
Effective coaching and training for frontline associates and managers are critical enablers of delivering a differentiated customer experience, achieving associate career aspirations, and driving business
Ensuring scheduling efficiencies while carefully considering the needs of associates is a difficult balancing act even for a sophisticated Workforce Management team. However, when executed
The advent of new technologies creates a recurring challenge for business leaders to maintain an understanding of the best method of maximizing value capture in
Call centers have come a long way since the 1950s when housewives became the first telemarketers by selling home-baked goods over the phone. Today, customers
Recent contact center industry trends indicate significant growth in the number of remote employees. While some companies already had an existing work-from-home model in place,
2020 is surely a year for the record books. The COVID-19 pandemic drastically altered our lives in ways we had never imagined. Many businesses were
Consumers and businesses are both anticipating that 5G mobile networks will be the next frontier for everything from enhanced mobile communications to ultra-reliable low latency
With the onset of COVID-19 came a period of real difficulty for most businesses. Companies equipped with the technology to transition to a remote environment
Developing service excellence at the Contact Center management level is a critical enabler for a company’s long-term success. Providing exemplary customer service is essential for
