Insights
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.
How Managers and Leaders Can Work Together
In my career, I have fulfilled a variety of management and leadership roles. At MCI, I led multiple groups across the organization, and I felt each role taught me something new about how to be a great manager to my team and a strong leader in the business. It’s a...
More Valuable than Oil, Data Reigns in Today’s Data Economy
Oil has reigned for centuries as one of society’s most valuable resources. Throughout history, those who have controlled oil, have controlled the economy. However, in today’s “data economy,” it can be argued that data, due to the insight and knowledge that can be...
Workforce Development: Closing the Skills Gap Starts Locally
As a business owner and the mother of two young adults entering the workforce, I believe our future as a productive and thriving economy cannot wait. Our opportunities for sustainable economic growth rely on the attention we give to tomorrow’s workforce – today....
![The Cost of Poor Customer Service [Infographic]](https://www.northridgegroup.com/wp-content/uploads/2017/10/Cost-of-Poor-Customer-Service-1250x1000-1080x675.jpg)
The Cost of Poor Customer Service [Infographic]
Poor customer service doesn't just impact the consumer; it also can hinder your brand. Northridge's annual State of Customer Service Experience 2017 report studied the ramifications of poor customer service on business growth, customer retention, and word-of-mouth...
How Artificial Intelligence Impacts the Contact Center
In today’s technology-obsessed world, making life simpler, faster, and more seamless is a priority for both businesses and individuals trying to keep up with an always evolving digital landscape. Read any publication and you’re sure to find conversations revolving...
The Power of Quality Monitoring & Speech Analytics – Working Together
As the growth of technology and artificial intelligence permeate the workplace, few can deny the obvious benefits of computer-driven analytics. Computers can data crunch millions of records, solve complex equations within seconds, and build widget after widget –...
![Top 3 Reasons for Customer Frustration [Infographic]](https://www.northridgegroup.com/wp-content/uploads/2017/08/Reasons-for-Customer-Frustration_1250x1000-min-1080x675.jpg)
Top 3 Reasons for Customer Frustration [Infographic]
As customer service methods constantly evolve to adhere to the demands of digitally-savvy customers, critical customer experience gaps can form, leaving consumers frustrated rather than delighted. The Northridge Group's annual State of Customer Service Experience...
Coaching Call Center Agents
Companies spend a lot of money, resources and time creating quality monitoring programs that enhance their customer experience, however much of their effort is wasted when guidelines are not reinforced properly and improving call center agent behaviors is not the...
5 Things to Look for in a Telecom Expense Management (TEM) Company
In the Age of Information, effective utilization of technology in the workplace is crucial for growing and establishing businesses. Recently, the focus has been on corporate-liable devices, specifically those with wireless capabilities. Managing these necessary...
Planning for a Successful Contact Center Platform Migration
Industry leading organizations usually have one common goal - to provide the best service experience to their customers. Technology is undoubtedly a critical component of delivering service excellence; however, technology that’s outdated or ineffective can oftentimes...
3 Best Practices for Big Data Security
Digital data is growing faster than ever before. In fact, it is estimated that by 2020 there will be 44 trillion gigabytes of digital data being created and copied on an annual basis. With the rise in data production and consumption, utilizing advanced data analytics...
How to Enhance the Offshore Customer Experience
In a marketplace with shifting paradigms and evolving technologies, it’s easy for enterprises to lose focus on the value of the customer experience. However, success always begins and ends with the customer. There are necessary ingredients to achieve business goals...
Why Every Marketing Team Needs a Quality Monitoring Program
A critical success factor for any Marketing team is achieving a clear line of sight into customer needs and preferences, which gives businesses the ability to make proactive, informed business decisions. But with customer behaviors rapidly evolving, it’s important to...
The Essence of Customer Experience
Customer expectations have become increasingly more demanding. Customers have a shortage of time, but no shortage of choices. The stakes are high to win and retain customers, as well as ensure customers speak enthusiastically to others about the value received from...
Business Insights: Building a Better Strategic Roadmap
If you listen closely, customers will let you know where the gaps are in their user experience with your service or product. These valuable customer insights are often captured in different ways -- surveys, focus groups, in-person, calls, chat, email and from social...
Call Center Best Practices
Imagine being at this critical contact center moment. A customer calls the contact center, upset by a problem and looking for answers. The agent is trying to find the right solution, flipping from screen to screen and quickly trying to reconstruct the situation while...
The Speed of Sales in a Digital World
Much has been written about digital transformation and its impacts - both on our personal lives and from a business perspective. The digital transformation has changed how we communicate, how we shop, how we manage our homes, how we get answers to our questions, how...
Omni-Channel Monitoring for Customer Experience
Picture this: an angry customer is trying to resolve an issue that they are having with your company. After exploring your website for 10 minutes, the customer cannot find the information needed to resolve her issue on her own, so she opts to email you. In response...
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.
