Check out our success stories for an in-depth look at our services and approach.
Training Redesign Helps Leading Healthcare Insurance Provider Improve Member and Provider Experiences
WFM Capacity Planning Model Helps Leading Healthcare Insurance Company Reduce Claims Capacity Planning Footprint by 53%
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
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
New Vendor Partner Successfully Onboarded For Fortune 50 Telecom Enterprise Through Disciplined Execution Management Approach
The Northridge Group Delivers a Quality Management Solution for a Communications/Technology Provider
Upcoming Migration to CCaaS Platform Will Allow Major Investment Firm to Reduce Costs, Automate Services and Better Meet Increasing Customer Expectations
Frontline Agent Training, Vendor Management, Business Process Improvements and Interactive Dashboarding Drive Improved CX
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
Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider
Health Insurance Company to Improve Workforce Recruiting, Associate Retention and Business Performance
Business Process Assessment and Roadmap Provides Large Enterprise a Strategy for Achieving Corporate Goals
Learn about impactful changes to your industry and get tips you can start applying today.
The Art and Science of Fiber-Build Modeling
The wireline telecommunications industry is enjoying increased demand for fiber broadband services, which is great for the asset utilization of previous investments, but also points to the need to expand their fiber networks before another entity enters the market...
The ChatGPT Revolution
This article was originally published on Contact Center Pipeline and can be viewed here. Will, and How, This New Technology Model Help Contact Centers? For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3,...
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. A prospective patient calls a receptionist...
Hidden Savings Opportunities for Healthcare Contact Centers
Contact centers represent an essential arm of the healthcare industry. When patients have questions or concerns regarding their billing and other logistical issues, they need to be able to seek the answers they need without tying up the resources of their physician’s...
Leverage Healthcare Technology to Enhance Patient Retention
If healthcare managers and small-to-medium-sized business (SMB) healthcare practitioners can agree on anything, it’s that acquiring new patients is both costly and challenging. Conversely, retaining existing patients is far more achievable and economically viable,...
Improve Medicare Star Rating Numbers by Teaching Kindness
Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star...
Featured White Papers
State of Customer Service Experience Reports
- State of Customer Service Experience Report 2023: Part II
- State of Customer Service Experience Report 2023: Part I
- State of Customer Service Experience Report 2020-2021
- State of Customer Service Experience Report 2019
- State of Customer Service Experience Report 2018
- State of Customer Service Experience Report 2017
- State of Customer Service Experience Report 2016
- State of Customer Service Experience Report 2015
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