![4 Best Practices for Workforce Management Capacity Planning [Infographic]](https://www.northridgegroup.com/wp-content/uploads/2021/08/wfm-infographic-1080x675.jpeg)
4 Best Practices for Workforce Management Capacity Planning [Infographic]
Ensuring scheduling efficiencies while carefully considering the needs of associates is a difficult balancing act even for a sophisticated Workforce Management team. Effective workforce staffing practices are best accomplished by proactively and accurately forecasting...
read more![Business Leaders’ CX Perspective [Infographic]](https://www.northridgegroup.com/wp-content/uploads/2021/07/business-leaders-featured-image-1080x675.png)
Business Leaders’ CX Perspective [Infographic]
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020 State of Customer Service Experience Report revealed that business leaders rate their channel ease of use much higher than their customers do. Read highlights from...
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Post-Pandemic Contact Center Hiring and Retention
As the country begins to “open up”, the economic downturn is beginning to shift to a new post-pandemic normal. Organizations are starting to develop and communicate their return-to-office strategies and the demand for new hires is increasing. Contact center...
read more![5 Ways to Minimize Physician Abrasion and Improve the Customer Experience [Infographic]](https://www.northridgegroup.com/wp-content/uploads/2021/07/cover-photo-infographic-1-1080x675.png)
5 Ways to Minimize Physician Abrasion and Improve the Customer Experience [Infographic]
Physician abrasion can lead to a variety of unsatisfactory healthcare experiences. Northridge Group's Mary Kane discusses the 5 ways payers can reduce physician abrasion and improve the customer experience. Read highlights in the infographic below:Featured Case study...
read more![Customer Service Realities [Infographic]](https://www.northridgegroup.com/wp-content/uploads/2021/06/Customer-Service-Infographic-Final-1-1080x675.jpg)
Customer Service Realities [Infographic]
Which channels provide the fastest response to a customer inquiry? The Northridge Group’s 2020 State of Customer Service Experience Report revealed that today’s consumers are expecting fast responses to service inquiries. Read highlights from Northridge’s latest...
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Three Steps to Improve the Claims Process for Healthcare Providers
Tensions between healthcare providers and insurers are at an all-time high, and the claims process is a major contributor. Nearly 40% of physicians consider insurance and regulatory tasks one of the most undesirable parts of their job according to the 2018 Survey of...
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Managing the Next Generation of Leaders
One of the most important responsibilities of a CEO is ensuring that the next generation of leaders is prepared to take over the reins of their company, albeit in their way and with a fresh perspective. To make certain that the future of the company they founded or...
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5 Ways Payers Can Reduce Physician Abrasion
Improving the physician and member experiences are critical undertakings for health insurance payers. Healthcare is at an inflection point — again. While there continues to be movement within the industry from M&A activity and integration of payers and providers,...
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Workforce Capacity Planning Best Practices and New Hire Ramp Strategies
Workforce Management (WFM) Capacity Planning is all about making sure you have the right people hired and trained in the appropriate skill set when they are needed. This type of planning also serves as the basis to complement other Workforce Management processes such...
read more![Customer Effort Matters [Infographic]](https://www.northridgegroup.com/wp-content/uploads/2021/03/cx-effort-1-1080x675.png)
Customer Effort Matters [Infographic]
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020 State of Customer Service Experience report found that customers find it difficult to contact a brand and are frustrated by negative customer service experiences....
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Blockchain – What Business Leaders Need to Know to Stay Current in Tech
Seasoned business leaders face a variety of challenges when implementing process improvement initiatives that rely on automation. A common struggle across all automation initiatives is achieving an optimal ROI for a project by maximizing the “value capture” in the...
read more![Impact of COVID-19 [Infographic]](https://www.northridgegroup.com/wp-content/uploads/2021/03/CX-infographic-featured-image-1080x675.png)
Impact of COVID-19 [Infographic]
The COVID-19 pandemic has intensified the need for companies to make customer experience as effortless as possible. Northridge’s annual State of Customer Service Experience 2020 report indicates that online shopping and digital tools are becoming the “new normal” and...
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Data-Driven Success with Operational Scorecards
Successful businesses rely on performance metrics to ensure that they are performing at optimal levels. To achieve this optimum, business leaders must make informed, data-driven decisions. As companies adapt to a digital world and organizational transformation is...
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Contact Center Training Evolves as Classrooms Go Virtual
Effective coaching and training for frontline associates and managers are critical enablers of delivering a differentiated customer experience, achieving associate career aspirations and driving business performance. Coaching and training programs are frequently too...
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4 Best Practices for Workforce Management Capacity Planning
Ensuring scheduling efficiencies while carefully considering the needs of associates is a difficult balancing act even for a sophisticated Workforce Management team. However, when executed correctly, effective workforce staffing practices can have a long-term impact...
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Blockchain, Distributed Ledger Technology, and Use Cases for Telecom Carriers
The advent of new technologies creates a recurring challenge for business leaders to maintain an understanding of the best method of maximizing value capture in their automation initiatives. A good example of an emerging technology that sits in a blind spot for many...
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Five Steps for an Effective Quality Monitoring Program
Call centers have come a long way since the 1950s when housewives became the first telemarketers by selling home-baked goods over the phone. Today, customers connect with call center agents via voice, chat, text, email, and even video communication platforms like...
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Strategically Design Your Contact Center Remote Workforce Model
Recent contact center industry trends indicate significant growth in the number of remote employees. While some companies already had an existing work-from-home model in place, a substantial number of companies quickly transitioned to work-from-home models after being...
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