Operations Made Better

Northridge Group

5.0 (3)
BUSINESS

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.

11/08/2021

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
11/02/2021

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
10/29/2021

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
09/22/2021

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

6 min
09/22/2021

Customer First” Omni-Channel Digital Experiences

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

7 min
09/09/2021

“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”.

7 min
09/02/2021

How Customer Analytics Can “Up” Your CX Game

The Northridge Group's Molly Clark discusses the 3 ways companies can leverage customer analytics to improve their customer experience.

7 min
09/02/2021

Post-Pandemic Contact Center Hiring and Retention

Retain top performers and engage new hires with these contact center hiring and retention strategies.

8 min

See All (47)

5

out of 5

3 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.

Creator

Northridge Group
Years Active

2018 - 2021
Episodes

47
Rating

Clean
Show Website

Operations Made Better

Operations Made Better

Best Practices of Great Contact Center Coaches

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

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

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

Customer First” Omni-Channel Digital Experiences

“Digital First” Means Customer First

How Customer Analytics Can “Up” Your CX Game

Post-Pandemic Contact Center Hiring and Retention

Ratings & Reviews

About

Information

Operations Made Better

Episodes

Best Practices of Great Contact Center Coaches

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

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

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

Customer First” Omni-Channel Digital Experiences

“Digital First” Means Customer First

How Customer Analytics Can “Up” Your CX Game

Post-Pandemic Contact Center Hiring and Retention

Ratings & Reviews

About

Information