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Northridge Perspectives
Our industry experts and thought leaders have extensive experience in the industries we serve, including telecom and media, healthcare, enterprise technology, financial services, energy, transportation and government.
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Is it Time to Move Your Contact Center to the Cloud?
The contact center landscape is expanding to address the various channel options and evolving customer expectations. Customers reach organizations through a variety of pathways including in-store, contact center, mobile application, website, email, chat and now,...
Evolution of the Employee: How Can Companies Evolve With Them?
Businesses and their employees have gone through major, complex shifts in the past 20 years. Generations are entering and leaving an evolving workforce with new rules and expectations that didn’t exist until recently. The traditional 9-to-5, corporate-ladder paradigms...
The Digital Tango
The shift towards digital creates both opportunity and complexity within the marketplace. Growth and adaption to new channels will take a strategic, long-term investment by organizations. However, this isn’t the drop-everything-and-run scenario people might think. A...
How to Develop Quality Monitoring that Drives Results
In a marketplace characterized by emerging technologies and numerous touch points, it’s easy for organizations to lose sight of the importance of effective omni-channel contact center operations—voice, email and chat included. Why does it matter? Because contact...
Have You Fed Your Network Today?
I am an entrepreneur. By nature, entrepreneurs are resourceful and relationship driven. We know that new ideas, resources, and opportunities seem to expand and contract in equal measure with the care and feeding of our network. The word entrepreneur may be singular,...
4 Key Insights from an End-to-End Customer Experience Assessment
Clients frequently ask us how to improve the customer experience they provide. This is a big question that should not be answered until the root cause of the problem has been identified and well defined. The most effective way to do that is to perform an end-to-end...
Impact of Big Data on Health Care
Great customer experience is essential for strong overall business results. One way to improve the customer experience is to utilize big data analytics to fine tune your customer service strategy. But, the benefits of big data for your business don’t stop at customer...
Keep Processes as Simple as Technology
My last blog post was about keeping technology simple, which focused on the importance of leveraging technology solutions that improve the customer experience and enable the front line associates to deliver outstanding service. The most critical, and often...
Wringing the Most ROI Out of Vacation
Henry Ford influenced American business in many innovative ways, including his signature assembly line manufacturing. But one contribution that we often forget is the concept of the 40-hour workweek. Ford discovered that worker productivity took a major nose-dive...
Big Data – at the Core of Productivity and Financial Forecasting
Large, complex organizations rely heavily on intricate forecasting methods when establishing their operating plans. Utilization of unit/standard costs linked to projected revenue growth is key to many corporate forecasts. However, this approach alone can mask true...
Technology Should Remain Simple and Elegant
“Simplicity is the keynote of all true elegance,” Coco Chanel once said. While the icon referred to fashion here, the same also resonates for technology and processes. Effectively leveraging both are essential to providing a great customer experience in contact...
What does NFC Mean to Your Customer Experience?
Near Field Communication (NFC) is poised to change the customer experience by helping businesses and consumers receive data through mobile devices in real-time. The NFC technology will reshape a wide array of industries by helping consumers be more informed in their...
When Failure is not an Option
No matter what industry you’re in, the dynamics of the marketplace are changing at lightning speed. New technologies, fierce competition, and demanding customer expectations require enterprises to be increasingly nimble in their strategic responses. However, a...
7 Common Qualities of High Performers
Most of us know them when we see them. The ones we can always count on to deliver. And then some. My talent development lead calls them “high performers.” I call them invaluable. But when recently asked how I would describe the qualities of a high performer, I really...
Voice over LTE: What do Managers Need to Know?
Voice over LTE is coming. The three major wireless carriers announced the long-anticipated switch from the traditional method of connecting mobile voice calls just last month. While it may take time for the carriers to roll this out nationally, managers, IT personnel...
Mobility Affects Everyone: Understanding Your Mobile Business
Mobile devices, from smartphones to tablets to laptops, are everywhere. eMarketer estimates that 4.55 billion people worldwide will use a mobile phone in 2014. 1.75 billion of those users have smartphones. Smartphones and other mobile devices are changing the way we...
Creating an Excellent Customer Experience Requires Great Talent
Acquiring and retaining the best Customer Service agents is consistently one of the key challenges for any company’s contact center. The good news is there’s something you can do about it, and it all starts with the hiring process. Diligence in hiring positions an...
An Introduction to the Internet of Things: What Business Leaders Need to Know
One day, everything in your house will be connected. Your refrigerator will know when you need to stock up on groceries. It will place an order at your local supermarket with everything delivered to your home without having to push a button. Your car will memorize...
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