47 episodes

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.

Operations Made Better Northridge Group

    • Business
    • 5.0 • 2 Ratings

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

    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

    • 7 min
    The Path of Least Resistance Isn’t Always the Path You “Should” Take

    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.

    • 7 min
    How Speech Analytics and Human-Assisted Quality Monitoring Programs Work Together

    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.

    • 7 min
    The Contact Center’s Role in Improving the Experience of Healthcare Providers and Members

    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

    • 5 min
    Customer First” Omni-Channel Digital Experiences

    Customer First” Omni-Channel Digital Experiences

    Deb Robbins discusses “digital first” strategy and offering omni-channel and in-channel support.

    • 7 min
    “Digital First” Means Customer First

    “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”.

    • 6 min

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