Operations Made Better

Vickie Schutze and Amanda Turner discuss the best practices of great coaches and how frontline excellence training can empower managers

The Northridge Group's CEO, Therese Fauerbach, shares how to improve your decision making process by tackling the “should do” vs. “could do” dilemma.

Brandie Gatlin explains how quality monitoring programs are evolving with the use of speech analytics and how combining these services can drive even more value for your organization.

Improving the satisfaction of healthcare providers and their patients has always been a priority for health insurance companies and their contact center operations can play an integral role.The North…

Deb Robbins discusses “digital first” strategy and offering omni-channel and in-channel support.

The Northridge Group’s Deb Robbins discusses how to implement a winning “digital first” strategy that puts the “customer first”.

The Northridge Group's Molly Clark discusses the 3 ways companies can leverage customer analytics to improve their customer experience.

Retain top performers and engage new hires with these contact center hiring and retention strategies.

Before measuring success, it is important to consider the Why, What, and How of your measurement process. Northridge Group's Lisa Butler discusses the 4 ways operational scorecards can drive data-dri…

The Northridge Group's CEO, Therese Fauerbach, shares how CEOs can ensure the next generation of leaders are set up for success.

Improving the healthcare experience for physicians and members is critical for health insurance payers. Learn 5 Ways Payers Can Reduce Physician Abrasion from Mary's new blog. 

The Northridge Group’s Pam Plyler and Tethr’s Matt Dixon and Ted McKenna share valuable research insights that identify drivers of effort, explore the disconnect between consumers and business leader…

The advent of new technologies creates a recurring challenge for business leaders to remain current or risk losing maximum value in their automation initiatives. Learn more about Blockchain and why i…

Workforce capacity planning, if done well, almost always has a positive ROI. This, coupled with the right strategies to assist new hires with their contact center onboarding, can produce better perfo…

Before the COVID-19 pandemic, many companies were already investing in virtual training methods, however, once the pandemic hit, employers found themselves forced into a virtual learning and coachin…

The value of Workforce Management lies in the process and making sure the right due diligence and analysis are carried out.

A business leader should understand when and why a Blockchain solution may maximize value capture in an automation initiative. Discover whether Blockchain could be a good fit for your organization.

In our most recent blog, learn the five basic steps each business should take to make sure their program is set-up for success.

When the time comes to invest in your network, what impact will your choice of spectrum band have on the 5G user experience you can deliver? Jeff Quinn covers the relationship of spectrum and infrast…

While many businesses had existing remote work models in place prior to COVID-19, the pandemic quickly forced companies to rely exclusively on work-from-home models. Northridge’s Senior Consultant, A…