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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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Automation and AI in Telecom Contact Centers
Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs down. To overcome this challenge, telecom...
How to Manage Multiple Evolving Channels
Effective technology application, agent recruitment and training are critical to help customers conduct complex interactions. In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites...
Supporting Contact Center Associates to Reduce Burnout and Impact Patient and Member Experience
The COVID-19 pandemic unleashed an overwhelming burden on hospital systems and medical professionals. Tragically, many suicidal deaths among healthcare professionals have been tied to the stress of working through the pandemic. The urgent need to support the...
Best Practices for Effective Telecom ‘Large Deal’ Success
“…[T]here are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns—the ones we don't know we don't know…” – Donald Rumsfeld The Request for Proposal (RFP)...
The Key to Successful Transformation Management
Business models are not static, they are ever-evolving. Telecommunication companies, for example, are in a constant state of transformation as they attempt to stay ahead of technology and product adoption curves. In the telecommunications industry, companies that...
The Problem of Too Much Data: How to Take Action in the Face of Data Overload
Data is everywhere. In today’s age it is now possible to collect charts and graphs and metrics for almost everything we do. But what happens when a complex institution is pulling data from multiple, unrelated sources and needs to get clear, simple direction from that...
Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers
In our previous post, we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. The benefits of data...
Harnessing the Power of Data to Improve First Contact Resolution
It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this problematic scenario begins playing out with an increasing number of customers, quick action is...
Leveraging Data Analytics to Improve Patient Experience and Increase Medicare Advantage Plan Star Ratings
Providing excellent customer experience has become a critical factor for remaining competitive in most industries. Yet health insurance organizations have not been as successful in improving member experience as their counterparts in other industries. Private Medicare...
The New Normal – The Future of a Productive Workforce
I am often asked what the COVID-19 pandemic’s impact has been on my company and what I consider the key leadership learnings from the last two years. From my perspective, one of the most unexpected impacts that the pandemic has had on business is that employee...
Leveraging Healthcare Data Analytics for Social Good – Part 1
The COVID-19 pandemic shed light on and magnified the socio-economic discrepancies that exist in disadvantaged populations. People who are economically vulnerable and may have food, safety and housing insecurities are often more likely to experience poor health...
The Beauty of Networking
Throughout my career, I have been lucky enough to have the support of a remarkable network. I have had excellent advisors and mentors and I have surrounded myself with talented people from a variety of backgrounds who have exposed me to a great diversity of thought....
Improving Customer Experience by Empowering A Compassionate Workforce
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort a customer who calls in with an issue, a compassionate associate will not only offer comfort but go...
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...
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...
![Generation Z Drives New Mobile Phone Behavior [Infographic]](https://www.northridgegroup.com/wp-content/uploads/2021/10/TTM-Infographic-04-Generation-Z-Drives-New-Mobile-Phone-Behaviors600_1080x675-1080x675.png)
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...
“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,...
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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