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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.
Learn about impactful changes to your industry and get tips you can start applying today.
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 where...
“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...
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.
“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...
“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...
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...
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...
![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...
![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 2020-2021 State of Customer Service Experience Report revealed that business leaders rate their channel ease of use much higher than their customers do. Read highlights...
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...
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