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Rethinking Office and Workforce Models to Adapt to the Post-COVID-19 Environment
As business leaders navigate the post-COVID-19 landscape, they are finding that traditional office and workforce models have changed forever. Companies that had diligently thought out their five-year plans are having to start over because the constraints that resulted...
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Paid vs. SEO – Which Is Best for Your Business?
There has always been sibling rivalry between organic search and paid search. One marketer may say organic search is crucial for the growth of your business, while another may say paid search is vital for bringing in revenue. There are biases and personal preferences...
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Operational Analytics Can Provide a Triple Win for Customers, Employees, and Shareholders
Dwight Eisenhower once said, “Plans are nothing, but planning is everything.” As a former CFO of a Fortune 25 sized enterprise, I have experienced this first-hand, time, and time again. Plans are static, but circumstances constantly change the path to our goals....
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Digital Transformation as an Enabler of Improved Business Performance, not a Singular Solution
If you peruse business management literature, you’ll find no shortage of conversation about Digital Transformation. Yet for all the hype, there is little specificity about what it means to be digitally transformed. So, for many of us, it’s easy to conclude that if...
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Helping Small Businesses Survive the COVID-19 Crisis
Many small businesses are struggling as a result of the COVID-19 crisis and its impact on the economy. As I reflect on the other three recessions I have faced in my career, the best advice I can offer these businesses is to focus their energy on their employees,...
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How Speech Analytics and Human-Assisted Quality Monitoring Programs Work Together
Taking Quality Programs to the Next Level Traditional contact center quality programs typically include a team of experts who evaluate agent and business performance through calls, email, chat, and social media to ensure customer service excellence. These services...
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Can Your Technology and Infrastructure Support a Remote Workforce?
Will working from home become the new normal? Prior to the COVID-19 crisis, a 2019 study1 reported that 43% of U.S. companies allowed some degree of remote work. Some companies encouraged it because they lacked physical space while others offered it as a benefit or an...
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Delivering Customer Experience in Times of Crisis
The COVID-19 crisis is reminding us of a business fundamental – communicating with consistency, clarity, and empathy is essential for a positive customer experience. While the unknown is making many customers understandably anxious, we are finding that fear and a...
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Why Corporate Social Responsibility is Essential for Success
Corporate Social Responsibility (CSR) is hardly a new concept for businesses, but it is quickly becoming a pivotal component for success. For many businesses, the primary reason to become socially responsible is quite simple; it is the right thing to do. Originally,...
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Improving Customer Experience with Behavior-Based Quality Programs
When Quality programs measure agent performance, it is tempting to create “check the box” procedures that are very uncompromising. The rationale is that this creates very clear expectations for the agents and allows them to make adjustments to their behavior that...
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Who Will Win the Hub War?
The battle between traditional linear TV services and streaming media devices heats up When watching television and reviewing your on-screen guide, do you ever wish that your cable TV shows were integrated with your other streaming services, such as Netflix, Hulu and...
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How a Data Analytics Framework Takes Quality Monitoring to the Next Level
Recent shifts in customer demand have left companies scrambling to make sure they are meeting customer wants and expectations. As the need for companies to nurture relationships with their customers escalates, the role data analytics plays in Quality Monitoring is...
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Promoting Work/Life Balance Increases Employee Retention and Loyalty
Hiring the right talent for key positions is difficult, but once you have star performers in place, keeping them engaged can be an even bigger challenge. People are increasingly choosing companies based on corporate culture and seeking out jobs that fit their...
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How to Recruit and Retain Contact Center Talent
Not too long ago, if a customer encountered an issue, their options for getting it resolved were much more limited: calling customer service, visiting a representative in person, or sending an email. Today, customers are in full control of their options which include...
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Banking Industry: Staying Ahead of Regulations
In May 2018, the White House administration signed a piece of bi-partisan legislation that rolled back banking regulations passed in response to the 2008 financial crisis, most notably relaxing some of the Dodd-Frank requirements....
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How Northridge Performance Coaching Drives Instant Results
Consumers are facing an explosion of choices. In the 1990s, the average grocery store carried 7,000 items. Today’s grocery stores carry 40,000 items. The internet allows consumers to compare car insurance rates in seconds, discover a new makeup product by watching a...
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Podcast: State of Customer Service Experience
In today’s marketplace, companies must compete for customer relationships. Those relationships are often influenced by the experiences customers have when they interact with companies. As customer service expectations rise, businesses must ensure they are consistently...
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Five Truths for Driving Business Success
In today’s fast-paced world, the only constant is change. Technology is developing faster than we can learn how to use it, long-established companies are feeling the heat from digital savvy newcomers, and jobs are being created and/or restructured faster than workers...
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