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.
Contact Center Training Evolves as Classrooms Go Virtual
Before the COVID-19 pandemic, many companies were already investing in virtual training methods, however, once the pandemic hit, employers found themselves forced into a virtual learning and coaching environment. Now, as the “new normal” for work environments is being defined, so is the “new classroom.”
4 Best Practices for Workforce Management Capacity Planning
The value of Workforce Management lies in the process and making sure the right due diligence and analysis are carried out.
Blockchain, Distributed Ledger Technology, and Use Cases for Telecom Carriers
A business leader should understand when and why a Blockchain solution may maximize value capture in an automation initiative. Discover whether Blockchain could be a good fit for your organization.
Five Steps for an Effective Quality Monitoring Program
In our most recent blog, learn the five basic steps each business should take to make sure their program is set-up for success.
The Relationship of Spectrum and Infrastructure Investments in 5G Networking
When the time comes to invest in your network, what impact will your choice of spectrum band have on the 5G user experience you can deliver? Jeff Quinn covers the relationship of spectrum and infrastructure investments in 5G networking.
Strategically Design Your Contact Center Remote Workforce Model
While many businesses had existing remote work models in place prior to COVID-19, the pandemic quickly forced companies to rely exclusively on work-from-home models. Northridge’s Senior Consultant, Andrea Christian, shares how to strategically design a long-term remote workforce model that positions contact centers for success in the years to come