6 Strategies for Delivering a High Level of Customer Service During COVID-19
With the onset of COVID-19 came a period of real difficulty for most businesses. Companies equipped with the technology to transition to a remote environment
With the onset of COVID-19 came a period of real difficulty for most businesses. Companies equipped with the technology to transition to a remote environment
Developing service excellence at the Contact Center management level is a critical enabler for a company’s long-term success. Providing exemplary customer service is essential for
Contact center quality monitoring programs aim to capture a 360-degree holistic view of an omni-channel customer journey, focused on the Voice of the Customer and
It’s all about the ideas. “I just need to come up with that one great idea.” It’s a mantra that many innovators tell themselves. I
At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty
Are your customer service agents offering empathy during the Global Health Crisis? Sympathy and empathy are behaviors that are often used interchangeably although they are
Revenue is a function of both price and volume. In turbulent times, many companies react to the uncertainty by focusing on growing volumes as the
As business leaders navigate the post-COVID-19 landscape, they are finding that traditional office and workforce models have changed forever. Companies that had diligently thought out
CASE STUDIES / Customer Experience Journey Mapping Helps Fortune 100 Communications/Technology Provider Improve Customer Experience Communications/Technology Scope Northridge was engaged to help a Communications/Technology Provider
CASE STUDIES / Customer Experience Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider Communications/Technology Scope The Northridge Group was engaged to provide targeted competitive
Dwight Eisenhower once said, “Plans are nothing, but planning is everything.” As a former CFO of a Fortune 25 sized enterprise, I have experienced this
If you peruse business management literature, you’ll find no shortage of conversation about Digital Transformation. Yet for all the hype, there is little specificity about
