Contact Center Management - The Northridge Group

The Importance of Quality Monitoring for Government Agency Contact Centers

by Diane Fiore | Contact Center Management, Customer Experience, Government, Quality Monitoring

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.

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.