Solutioning 101
When solving business problems, it is advantageous to get varying expert opinions. Internal viewpoints are always helpful because they come from those who know the business best. However, sometimes it is better to conduct a solutioning session with an outside team to...
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Best Practices of Great Coaches
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their...
read more![Generation Z Drives New Mobile Phone Behavior [Infographic]](https://www.northridgegroup.com/wp-content/uploads/2021/10/ttm-infographic-cropped-900x675.jpg)
Generation Z Drives New Mobile Phone Behavior [Infographic]
.Generation Z is driving new mobile phone behavior and expanding mobile phone usage by utilizing them for an increasing number of activities. There is also a total shift in how Generation Z consumes media (and not just social media). Check out our new infographic...
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“Digital First” and Transforming the Contact Center Associate’s Role
One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here,...
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The Path of Least Resistance Isn’t Always the Path You “Should” Take
When making important decisions, it’s important to differentiate between what you “can do” and what you “should” do. When that distinction isn’t clear, it’s often because biases, obstacles or roadblocks are obstructing your view of the alternatives and hindering your...
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New Study by The Northridge Group Highlights Trends in Mobile Phone Usage and Consumer Expectations for 5G
To access the full study on Understanding Mobile Phone Use and 5G Expectations, please fill out the form below.
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“Customer First” Omni-Channel Digital Experiences
Businesses today are undergoing a paradigm shift as the customer journey moves to a “digital first” pathway. Yet the “digital first” evolution is only part of the story. In the past twenty years, we’ve also seen an explosion in the number of digital channels through...
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“Digital First” Means Customer First
It’s a fundamental shift in the way we do business: These days, most customers encounter a brand or business online before they encounter it in real life. The first digital interaction a potential customer has with a company (online or by app) can make or break the...
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The Contact Center’s Role in Improving the Experience of Healthcare Providers and Members
Improving the satisfaction of healthcare providers and their patients has always been a priority of health insurance companies, but it is increasingly taking center stage. Enhanced contact center operations are an important step in the journey toward excellent...
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How Customer Analytics Can “Up” Your CX Game
Let’s say you’ve already taken the necessary measures to move your contact center from good to great. You’ve adopted clearly defined and focused metrics, you have a vision that aligns the needs of customers with the aspirations of your business, you’ve implemented a...
read more![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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