The Northridge Group
State of CX 2023 Research Report: Part II
Insights and Resources for Improving the Customer Experience
Proven Solutions. Real Results.
Northridge is an award-winning boutique firm with an outsized presence in the CX operations and management consulting space, serving Fortune 1000 organizations in the healthcare, financial and professional services, telecom, retail, energy, transportation, and government sectors. We offer innovative solutions to your most complex business challenges.
The Crucial Connection Between CX Tech & Training
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. We’ve seen companies that return to the core focus of people, process, and technology… [4 Minute Read]
Proper Contact Center Training Benefits Employee Experience
In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize… [6 Minute Read]
Redefining Contact Center Productivity for the Modern Associate
Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment… [6 Minute Read]
The ChatGPT Revolution
AI technologies in the contact center have dominated discussions in our industry for the past several months: Are contact centers ready for AI technology; is AI technology ready for the contact center; and…
Use Call Center KPIs to Turn Consumers into Promoters
From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference… [4 Minute Read]
Increasing Contact Center Efficiency by Increasing Associate Ramp Speeds
A challenge our clients frequently encounter is difficulty keeping their contact centers staffed efficiently with the right balance of experienced associates and new hires. Attrition is a continuing problem… [5 Minute Read]
How Contact Center Quality Monitoring Benefits the Healthcare Industry
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with… [5 Minute Read]
The Impact of ChatGPT on Contact Center Performance
ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and… [4 Minute Read]
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… [5 Minute Read]
How Self-Serve Healthcare Technologies Empower Patients
For decades, patients have had limited options for accessing healthcare services, scheduling appointments, or even paying bills. The traditional healthcare journey for a patient looked something like the following scenario… [4 Minute Read]
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