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...
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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...
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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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4 Business Lessons Learned from Leading Through a Global Pandemic
2020 is surely a year for the record books. The COVID-19 pandemic drastically altered our lives in ways we had never imagined. Many businesses were so severely impacted that they weren’t able to recover, while others found ways to pivot, adapt, and in some cases,...
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The Relationship of Spectrum and Infrastructure Investments in 5G Networking
Consumers and businesses are both anticipating that 5G mobile networks will be the next frontier for everything from enhanced mobile communications to ultra-reliable low latency IoT, to factory automation, to self-driving cars, to augmented/virtual reality, and...
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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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Call Center 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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