The Northridge Group Podcast, Operations Made Better, offers key insights from a leading management consulting firm specializing in customer experience solutions and business transformation initiatives, utilizing data analytics and business process redesign to deliver results.
Best Practices of Great Contact Center Coaches
Vickie Schutze and Amanda Turner discuss the best practices of great coaches and how frontline excellence training can empower managers
The Path of Least Resistance Isn’t Always the Path You “Should” Take
The Northridge Group's CEO, Therese Fauerbach, shares how to improve your decision making process by tackling the “should do” vs. “could do” dilemma.
How Speech Analytics and Human-Assisted Quality Monitoring Programs Work Together
Brandie Gatlin explains how quality monitoring programs are evolving with the use of speech analytics and how combining these services can drive even more value for your organization.
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 for health insurance companies and their contact center operations can play an integral role.The Northridge Group’s Mary Kane discusses three steps payers can take to Improve their contact center operations
Customer First” Omni-Channel Digital Experiences
Deb Robbins discusses “digital first” strategy and offering omni-channel and in-channel support.
“Digital First” Means Customer First
The Northridge Group’s Deb Robbins discusses how to implement a winning “digital first” strategy that puts the “customer first”.