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- A CFO’s View on Cost Transformation
- Speak for Yourself: 4 Leadership Skills for Women (and Men)
- 5 Principles of Business Redesign and Cost Transformation
- Contact Center Coaching and Training: Two Keys to Delivering Excellent Contact Center Service
- How to Approach a Cost Transformation
- Innovation and the Digital Consumer
- Why Quality Monitoring Isn’t One-Size-Fits-All
- Ask For the Career You Want
- The Key to Motivating: Great Management
- How Does Your Social Media Customer Service Stack Up? Five Questions to Ask
- Solutioning 101
- Do Customers Expect Poor Service?
- Harnessing the Power of Data to Improve First Contact Resolution
- Automation and AI in Telecom Contact Centers
- A Thanksgiving Message
- 6 Strategies for Delivering a High Level of Customer Service During COVID-19
- Are Companies as Loyal as Their Customers?
- Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers
- Improving Customer Experience by Empowering A Compassionate Workforce
- Leverage Healthcare Technology to Enhance Patient Retention
- How to Balance it All
- Blockchain – What Business Leaders Need to Know to Stay Current in Tech
- Solve Problems with Customer Service Coaching and Training
- Empathy and the Customer Experience
- 7 Quick Tips for Technology Solutions
- The Beauty of Networking
- 4 Best Practices for Workforce Management Capacity Planning [Infographic]
- Most Commonly Ignored Customer Experience Metrics
- Importance of Customer Experience Management
- The Importance of Customer Experience
- Planning for 2016: 4 Tips on Your Approach
- Leveraging Healthcare Data Analytics for Social Good – Part 1
- Planning for 2016: 5 Tips to Smart Innovation
- Hidden Savings Opportunities for Healthcare Contact Centers
- Planning for 2016: A Look Ahead
- How to Manage Customer Complaints
- Your Customer Experience Isn’t Great – What Do You Do?
- The New Normal – The Future of a Productive Workforce
- Key Strategies for Solving Your Business Issue
- How to Take a Contact Center From Good to Great
- Customer Journey Mapping – A Walk in the Customer’s Shoes (Part 1)
- Customer Journey Mapping – A Walk in the Customer’s Shoes (Part 2)
- How to Recruit and Retain Contact Center Talent
- Insights on Digital Transformation
- How Customer Analytics Can “Up” Your CX Game
- The Impact of ChatGPT on Contact Center Performance
- The Importance of Self-Reflection
- Helping Small Businesses Survive the COVID-19 Crisis
- Customer Effort Matters [Infographic]
- Successful Examples of Innovation
- How Virtualization Revolutionized the Digital Landscape
- 3 Warning Signs It’s Time For A Process Transformation
- Mother’s Day: Words of Wisdom
- Customer Service Is Critical For All Customer Service Organizations And The Government Agency Is No Exception
- The F-Word: How to Learn, Grow and Succeed from Failure
- How To Spark Innovation In The Workplace
- Who Will Win the Hub War?
- 5 Things An Aspiring Entrepreneur Should Know
- Best Practices for a Differentiated Omni-Channel Experience
- How Fresh Thinking Can Transform Your Customer Experience
- The Critical Hires that Shape Your Brand
- Leveraging Data Analytics to Improve Patient Experience and Increase Medicare Advantage Plan Star Ratings
- Gratitude Starts with a Great Customer Experience
- Overcoming Your Fear of Big Data
- Promoting Work/Life Balance Increases Employee Retention and Loyalty
- The Relationship of Spectrum and Infrastructure Investments in 5G Networking
- Improving Customer Experience with Behavior-Based Quality Programs
- Digital Transformation as an Enabler of Improved Business Performance, not a Singular Solution
- Delivering Customer Experience in Times of Crisis
- Hamilton: A Lesson in Leadership and Legacies
- Why Quality Monitoring is Valuable to Your Business
- Delighted Customers and a Healthy Bottom Line – What’s the Secret?
- 4 Business Lessons Learned from Leading Through a Global Pandemic
- How Quality Monitoring Can Be a Strategic Differentiator
- Methods for Compliance Monitoring
- CX Metrics: The Ultimate Customer Experience Scorecard Whitepaper
- The Speed of Sales in a Digital World
- The Key to Successful Transformation Management
- Why Every Marketing Team Needs a Quality Monitoring Program
- 3 Best Practices for Big Data Security
- Planning for a Successful Contact Center Platform Migration
- The Contact Center’s Role in Improving the Experience of Healthcare Providers and Members
- 5 Things to Look for in a Telecom Expense Management (TEM) Company
- Three Steps to Improve the Claims Process for Healthcare Providers
- Workforce Capacity Planning Best Practices and New Hire Ramp Strategies
- Top 3 Reasons for Customer Frustration [Infographic]
- Strategically Design Your Contact Center Remote Workforce Model
- How Contact Center Quality Monitoring Benefits the Healthcare Industry
- “Digital First” Means Customer First
- The Power of Quality Monitoring & Speech Analytics – Working Together
- How Artificial Intelligence Impacts the Contact Center
- The Cost of Poor Customer Service [Infographic]
- Workforce Development: Closing the Skills Gap Starts Locally
- Rethinking Office and Workforce Models to Adapt to the Post-COVID-19 Environment
- Customer Service Realities [Infographic]
- More Valuable than Oil, Data Reigns in Today’s Data Economy
- Corporate Culture is More Critical Than Ever in the Digital Age
- Why Corporate Social Responsibility is Essential for Success
- Tips for Managing Corporate Telecom Expense
- Stay Competitive with Customer Journey Mapping
- Can Your Technology and Infrastructure Support a Remote Workforce?
- Why does Innovation Fail? Because Great Ideas are Difficult to Execute
- The Value of Data-Driven Insights for Contact Centers
- The Hiring Game Has Changed: Strategies for Solving Staffing Issues
- 7 Workforce Management Benchmarks to Manage Call Center Shrinkage
- A Look Into WFM Data: Six Trends in Workforce Management and Integrated Analytics
- Assessing Your Quality Management
- 4 Ways Data Analytics Transforms CX
- 5 Ways to Minimize Physician Abrasion and Improve the Customer Experience [Infographic]
- WFM Assessment: The Evolving Role of Workforce Management in Organizations
- Five Truths for Driving Business Success
- The Problem of Too Much Data: How to Take Action in the Face of Data Overload
- Operational Analytics Can Provide a Triple Win for Customers, Employees, and Shareholders
- Contact Center Training Evolves as Classrooms Go Virtual
- How Northridge Performance Coaching Drives Instant Results
- Banking Industry: Staying Ahead of Regulations
- Technology Demands a New Approach to Customer Experience
- Making Big Data Manageable: Four Steps to Implementation
- “Customer First” Omni-Channel Digital Experiences
- 7 Tips to Improve the Customer Experience and Reduce Costs
- Working Remotely : Using Desktop Virtualization with BYOD and Home VDI
- Improve Medicare Star Rating Numbers by Teaching Kindness
- How to Capture and Leverage Big Data Insights
- Solving for the Right Problem
- The Secret to Excellent Customer Service and The Purpose of Quality Monitoring: Call Calibration
- Five Steps for an Effective Quality Monitoring Program
- Everyone in the Workplace has a Role in Your Customers’ Experience
- Disaster Recovery Planning: Is Your IT Infrastructure Up to the Task?
- How a Data Analytics Framework Takes Quality Monitoring to the Next Level
- Balancing the Business Performance Scorecard
- The Most Critical Telecom & Data Services Trends
- What Doctors and Consultants Have in Common
- Mystery Shopping in the Digital Age
- New Study by The Northridge Group Highlights Trends in Mobile Phone Usage and Consumer Expectations for 5G
- Quality Monitoring: From Business Insights to Business Impact
- Artificial Intelligence in Healthcare: Knowing AI Ethics
- Optimism for Tomorrow’s Leaders
- Post-Pandemic Contact Center Hiring and Retention
- Call Center Best Practices
- The Golden Thread: Connecting Business Goals and Measures of Success
- An Introduction to the Internet of Things: What Business Leaders Need to Know
- Growing Revenue in Times of Slowing Demand
- Blockchain, Distributed Ledger Technology, and Use Cases for Telecom Carriers
- Coaching Call Center Agents
- The Transformational Power of Quality Monitoring
- How Managers and Leaders Can Work Together
- Creating an Excellent Customer Experience Requires Great Talent
- Mobility Affects Everyone: Understanding Your Mobile Business
- Voice over LTE: What do Managers Need to Know?
- 7 Common Qualities of High Performers
- When Failure is not an Option
- Business Leaders’ CX Perspective [Infographic]
- Best Practices for Effective Telecom ‘Large Deal’ Success
- What does NFC Mean to Your Customer Experience?
- Technology Should Remain Simple and Elegant
- Staffing in the New Normal
- Big Data – at the Core of Productivity and Financial Forecasting
- Wringing the Most ROI Out of Vacation
- How Speech Analytics and Human-Assisted Quality Monitoring Programs Work Together
- Keep Processes as Simple as Technology
- Impact of Big Data on Health Care
- Omni-Channel Monitoring for Customer Experience
- 4 Key Insights from an End-to-End Customer Experience Assessment
- Have You Fed Your Network Today?
- The Essence of Customer Experience
- The Path of Least Resistance Isn’t Always the Path You “Should” Take
- “Digital First” and Transforming the Contact Center Associate’s Role
- How to Develop Quality Monitoring that Drives Results
- 4 Best Practices for Workforce Management Capacity Planning
- Data-Driven Success with Operational Scorecards
- The Digital Tango
- Evolution of the Employee: How Can Companies Evolve With Them?
- Is it Time to Move Your Contact Center to the Cloud?
- Supporting Contact Center Associates to Reduce Burnout and Impact Patient and Member Experience
- How to Enhance the Offshore Customer Experience
- Big Data, Your Marketing Strategy and the Customer Experience
- 5 Ways Payers Can Reduce Physician Abrasion
- Increasing Contact Center Efficiency by Increasing Associate Ramp Speeds
- Generation Z Drives New Mobile Phone Behavior [Infographic]
- Digital Transformation through the Lens of Customer Experience
- Business Insights: Building a Better Strategic Roadmap
- Impact of COVID-19 [Infographic]
- Managing the Next Generation of Leaders
- How to Manage Multiple Evolving Channels
- Getting the Most from Big Data Analytics
- How Mystery Shopper Programs Drive Improvements in Compliance
- Evolving Your Business Intelligence
- Social Customer Service: The Right Way
- Rules for Growth and Innovation
- 4 Ways to Leverage a Business Insights Program
- Cost Transformation – a Journey, Not a Destination
- The 7 Greatest Leadership Lessons I’ve Learned
- Best Practices of Great Coaches
- Social Customer Service: 3 Strategies from a Marketer
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Insight
- Training Redesign Helps Leading Healthcare Insurance Provider Improve Member and Provider Experiences
- Federal Government Entity Awards Three Successive 5-Year Quality Monitoring Contracts to Northridge
- Contact Center Assessment Helps a Leading Global Digital Marketplace Improve ROI
- WFM Capacity Planning Model Helps Leading Healthcare Insurance Company Reduce Claims Capacity Planning Footprint by 53%
- Enterprise Profitability: Driving Best-in-Class Business Insights in Telecommunications
- Linear Video Cost Analysis: Doing More With Less Than Rapid Development Team
- Telecom Company’s Domestic Network Transformation Results in $300M in Gross Cost Savings Opportunity Across Multiple Major Programs
- Northridge Deep Dive into Data Reveals Optimal Geographic Locations for Fortune 50 Telecom Enterprise Infrastructure Build
- Ongoing Quality Monitoring and Outsourcer Ramp-Up Results in 11%-Point QM Score Improvement
- Quality Monitoring Assessment for Large Government Agency Identifies Needed Knowledge Management and Coaching Improvements
- Vendor Management Process Transformation for Fortune 50 Telecom Enterprise Establishes Operational Control and Reduces Penalties
- Invoice Payment Process Transformation for Fortune 50 Telecom Enterprise Enables Successful Technology Migration
- Job Functions Impacting 50M+ Customer Accounts Outsourced for Global Service Provider
- New Vendor Partner Successfully Onboarded For Fortune 50 Telecom Enterprise Through Disciplined Execution Management Approach
- Practical Blockchain Use Cases in Healthcare and Telecom
- The Northridge Group Delivers a Quality Management Solution for a Communications/Technology Provider
- Leveraging Data Analytics to Optimize the Customer Experience
- How to Take Action in the Face of Data Overload
- The Problem of Too Much Data: How to Take Action in the Face of Data Overload
- Upcoming Migration to CCaaS Platform Will Allow Major Investment Firm to Reduce Costs, Automate Services and Better Meet Increasing Customer Expectations
- Customer Journey Mapping Provided Deep Insights on Performance and Opportunities for Improvement
- Actionable 3-Year Strategic Roadmap Enables Inside Sales Transformation
- Strengthen Customer Service and Inside Sales Effectiveness to Enable Scale and Growth
- Frontline Agent Training, Vendor Management, Business Process Improvements and Interactive Dashboarding Drive Improved CX
- Hiring and Retention Trends & Strategies for the Contact Center Industry
- Best Practices For Reducing Customer Effort To Drive Brand Loyalty
- Assessment for Nonprofit Leads to Roadmap for Development of Contact Center Capabilities
- Benchmarking Research Results in an Improved Customer Experience Strategy for a Major Tech Company
- Large Healthcare Insurance Agency Identifies Nearly $1M in Savings with IVR Redesign
- Knowledge Management Assessment Leads to Annual Savings of $1.8M for Healthcare Business
- Northridge Assists Healthcare Enterprise in Call Recording Platform Transition and Implementation
- Training Program Improves Participant Experience and Operational Efficiency for Major Investment Firm
- Retail Firm Realizes Annualized Savings of Over $3M and Improves NPS by 20 percentage points with Operations Redesign
- Northridge Helps Large Credit Union Mitigate Risks and Reduce Costs with Data-Driven Workforce Management Planning Models
- Paid Social Insights
- Journey Mapping Helps Fortune 100 Communications/Technology Provider Improve Customer Experience
- Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider
- Work From Home – Connecting With Your Employees
- Work From Home Best Practices
- The Northridge Group and Presidio Improve Patient Experience with a Contact Center Process Redesign
- Quality Monitoring Results in 5% Point Reduction in Customer Complaints
- Health Insurance Company to Improve Workforce Recruiting, Associate Retention and Business Performance
- Health Insurance Company Develops 3-Year Workforce and Real Estate Plan
- NRG Helps Federal Agency Transform Paper-Based Processes to Digital
- Redesign of Quality Program Leads to Improved Customer Experience
- Business Process Assessment and Roadmap Provides Large Enterprise a Strategy for Achieving Corporate Goals
- Customer Service Restructuring Results in $7M in Annualized Savings
- Contact Center Assessment Yields Roadmap of Improvements
- Contact Center Operational Readiness Results in Key Benefits
- Northridge & Presidio Deliver a Workforce Optimization Roadmap
- Northridge & Presidio Support Successful Contact Center Migration
- Program Management Results in 15% Growth over 3 years
- Quality Monitoring Improvements Lead to Gains in Agent Performance
- Quality Monitoring and Vendor Management Yield Major Improvement in CX
- Northridge Coaching Program Improves Quality Acceptance Rate
- Inside Sales Call Center Transformation Results in 300% Revenue Growth
- Quality Monitoring Increases Customer Loyalty and Revenue
- Driving a Differentiated Customer Experience for Healthcare Organization
- Business Process Assessment Integrates $1B OpEx Cost Stream
- Business Process Initiative Creates Cost Reduction Strategy
- Customer Complaint Program Analysis Identifies Areas to Mitigate Risk
- Quality Monitoring Results in 12-Point Improvement in CX Performance
- Leader in Credit Reporting Saves $2M through Sourcing Support
- CTA’s 3-Year Integrated Business Plan for the Command Center
- Northridge Leads SIP Transition Resulting in Cost Savings
- NRG Delivers Strategic Sourcing Support for $500M Telecom Contract
- Program Management of VOIP Implementation
- Fortune 50 PMO Created for Multi-Billion Dollar Line of Business
- Program Management of Successful E911 Technical Upgrade
- Cost Transformation: A Journey, Not a Destination
- The Speed of Sales in a Digital World
- Strategic Planning Required for a Successful Contact Center Platform Migration
- End-to-End Contact Center Assessment Optimizes Member Experience
- Call Center Cost Reduction Opportunities Identify $52M+ in Savings
- End-to-End Assessment Results in Measurable Cost Reductions
- Streamlining Service Technician Call Inquiries Produces $9M in Savings
- Business Process Initiative Identifies Savings through Vendor Management
- Operational Assessment Leverages $5M in Cost Savings
- Contact Center Roadmap Identifies Clear Investment Priorities
- Workforce Management Drives Improved Service and Cost Savings
- End-to-End Process Mapping and Optimization Identifies $3M in Savings
- Business Process Transformation Improves Customer Responsiveness
- Business Process Improvement Drives Increase in Resource Efficiencies
- Golden Thread Scorecard Drives Focused Alignment on Worldwide Performance
- Customer Service Transformation Drives $70M+ in Operating Savings
- Mystery Shopping Improves Policy Roll-Out for Travel Industry
- Provided Contact Center Sourcing Support for Federal Agency
- Multi-Year Improvement Plan Achieves $400M in Network Cost Savings
- Optimized Infrastructure for New Tech Platform Results in NPV of $100M+
- NRG Assists in Improved Customer Loyalty through Business Insights
- Compliance Monitoring Allows Firm to Achieve 16% Improvement
- Redesign of Agent Evaluation Program and QM Yields Measurable Results
- Improve CX and Insights through Social Customer Service Program
- Roadmap for High-Impact, Transformational Changes in Healthcare Org
- How Northridge Designed a Differentiated Customer Experience
- Fortune 50 Enterprise Embarks on Cost Transformation Journey
- Telecom and Optimization Audit Yields Annual Savings of $1.4M
- Contact Center Coaching Program Results in Transformational Change
- Business Process Improvement Drives Cycle Time Reduction
- Mystery Shopping Reduces Potential Compliance Violations by 70%
- $10M+ in Additional Revenue Through Process Improvement
- $40M In-Year Cost Savings through Program Management
- 36% Improvement in Post-Sales Process Issues Drives Revenue Generation
- Optimization of Voice Response Menu Drives Improved CX
