Operations Made Better

It can be difficult to get from Point A (strategy and goals) to Point B (successful results) without a map of how to get there. In the latest Operations Made Better Podcast, Northridge's Operational …

Forecasting call volume and determining staffing needs is becoming more complicated due to the growing number of channels now available for customer service. In the latest Operations Made Better Podc…

The Northridge Group’s Brandie Gatlin discusses coaching and training, and the two keys to delivering excellent contact center service.

In our latest blog by Daniel Fenton, we explore quality monitoring and how business insights can be actioned to lead to significant business impacts.

Petra Seals discusses how to determine which ideas are worth the effort and shares five tips that will lead you from innovation to implementation.

Join The Northridge Group's Vickie Schutze as she explains the 4 areas you should focus on to take your call center from good to great.

Join The Northridge Group's Diane Fiore as she explains how How Coaching & Training Call Center Agents Increases Client Empathy Behavior Scores

The Northridge Group’s Bryan Gillis and Greg Adams discuss how Operational Analytics and data-driven insights will inform business decisions that address the future needs of People, Corporate Real Es…

In our latest audio blog, Dan Fete, former CFO of a Fortune 25 sized enterprise, discusses how Operational Analytics uses data-driven insights to ensure the achievement of corporate goals, delivering…

In our latest audio blog, Marriann Cole, Operational Excellence Officer of The Northridge Group, explains how to launch your business into the digitally transformed age by compiling tools and experti…

In our latest audio blog, Therese Fauerbach, CEO and Co-Founder of The Northridge Group, discusses steps leaders of small businesses can take now to help their employees, customers, and communities s…

Pam Plyler 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.

In this report, learn how connecting with your employees can improve engagement as you transition your organization to a work from home model.

The Northridge Groups Nathan Hart, Director of IT and Security, shares how the COVID-19 crisis is quickly testing work at home theories and how it may lead to permanent changes in remote work policie…

The Northridge Groups Deb Robbins, Executive Consultant at The Northridge Group, shares tips for how organizations can effectively prepare their Customer Service Teams to deliver an exceptional exper…

Leo Lanzillo breaks down how to capture data and use it to help your organization make better decisions, and ideally to predict future behavior and events.

Daren Moore explains why Corporate Social Responsibility isn't only the right thing to do, but a key part of any good business strategy.

In Petra Seal's blog, learn the power of aligning your quality program with corporate metrics and goals to see and achieve visible success. To read the blog, please follow this link: https://www.nort…

While speed and convenience are of high importance to a consumer, keeping up with the regularly evolving customer channel preferences and customer experience methods can make regulatory compliance di…