6 Strategies for Delivering a High Level of Customer Service During COVID-19
With the onset of COVID-19 came a period of real difficulty for most businesses. Companies equipped with the technology to transition to a remote environment were urged or forced to do so—and fast. With this pivot, many companies anticipated new pain points would...
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Coaching and Training: Two Keys to Delivering Excellent Contact Center Service
Developing service excellence at the contact center management level is a critical enabler for a company’s long-term success. Providing exemplary customer service is essential for all businesses that strive for differentiation and growth. Customer service associates...
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Quality Monitoring: From Business Insights to Business Impact
Contact center quality monitoring programs aim to capture a 360-degree holistic view of an omni-channel customer journey, focused on the Voice of the Customer and agent behaviors that impact customer experience. The purpose of that exercise is to glean meaningful,...
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Why does Innovation Fail? Because Great Ideas are Difficult to Execute
It’s all about the ideas. “I just need to come up with that one great idea.” It’s a mantra that many innovators tell themselves. I need to find the idea that will generate a new line of business and huge profit margins for my company. If it were this easy, there would...
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How to Take a Contact Center From Good to Great
At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty good job? Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry...
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Empathy and the Customer Experience
Are your customer service agents offering empathy during the Global Health Crisis? Sympathy and empathy are behaviors that are often used interchangeably although they are quite different. While sympathy is feeling “for” a person, empathy is feeling “with” a person....
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Growing Revenue in Times of Slowing Demand
Revenue is a function of both price and volume. In turbulent times, many companies react to the uncertainty by focusing on growing volumes as the key driver of revenue growth. This is typically achieved by lowering prices, especially in recessionary times when demand...
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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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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
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 provide the contact center management team...
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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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