Artificial Intelligence - The Northridge Group

People, Process & Technology and the Intersection of AI: Part 3

by Leslie O’Flahavan, E-WRITE | Artificial Intelligence, Coaching and Training, Contact Center Management, Customer Experience, Digital, Innovation, Workforce Management

In Part 3: Leslie O’Flahaven talks about how AI will impact how agents communicate with customers and the impact it will have on CX scores.

People, Process & Technology and the Intersection of AI: Part 2

by Petra Seals, Patrick O'Hara | Artificial Intelligence, Coaching and Training, Contact Center Management, Customer Experience, Digital, Innovation, Workforce Management

People, Process & Technology – and the Intersection of AI: Part 2

People, Process & Technology and the Intersection of AI: Part 1

by Eric Ludwig, Northridge Group | Artificial Intelligence, Coaching and Training, Contact Center Management, Customer Experience, Digital, Innovation, Workforce Management

People, Process & Technology – and the Intersection of AI: Part 1

The Crucial Connection Between CX Tech & Training

by Bryan Gillis | Artificial Intelligence, Business Process Optimization, Contact Center Management, Customer Experience, Telecom and Technology Management

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.