Redefining Contact Center Productivity for the Modern Associate
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
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
From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs
This article was originally published on Contact Center Pipeline and can be viewed here. While many jobs come with a fair amount of stress, few
This article was originally published on Contact Center Pipeline and can be viewed here. Customer needs, current and future labor shortages, and WFH demand savvier
Business models are not static, they are ever-evolving. Telecommunication companies, for example, are in a constant state of transformation as they attempt to stay ahead
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort
Generation Z is driving new mobile phone behavior and expanding mobile phone usage by utilizing them for an increasing number of activities. There is also
One of the most important responsibilities of a CEO is ensuring that the next generation of leaders is prepared to take over the reins of
Workforce Management (WFM) Capacity Planning is all about making sure you have the right people hired and trained in the appropriate skill set when they
At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty
As business leaders navigate the post-COVID-19 landscape, they are finding that traditional office and workforce models have changed forever. Companies that had diligently thought out
Dwight Eisenhower once said, “Plans are nothing, but planning is everything.” As a former CFO of a Fortune 25 sized enterprise, I have experienced this
