Helping Small Businesses Survive the COVID-19 Crisis
Many small businesses are struggling as a result of the COVID-19 crisis and its impact on the economy. As I reflect on the other three
Many small businesses are struggling as a result of the COVID-19 crisis and its impact on the economy. As I reflect on the other three
A traditional contact center quality program typically includes a team of experts evaluating frontline associates and business performance through varying customer contact channels such as
Contact Center Management Work From Home: Connecting With Your Employees BY: Tina Suthers In a previous report, The Northridge Group’s Tina Suthers described the best
Will working from home become the new normal? Prior to the COVID-19 crisis, a 2019 study1 reported that 43% of U.S. companies allowed some degree
The COVID-19 crisis is reminding us of a business fundamental – communicating with consistency, clarity, and empathy is essential for a positive customer experience. While
Contact Center Management Work From Home: Best Practices for Service Organizations In service organizations, “work from home” is a standard labor strategy for all or
Corporate Social Responsibility (CSR) is hardly a new concept for businesses, but it is quickly becoming a pivotal component for success. For many businesses, the
When Quality programs measure agent performance, it is tempting to create “check the box” procedures that are very uncompromising. The rationale is that this creates
The battle between traditional linear TV services and streaming media devices heats up When watching television and reviewing your on-screen guide, do you ever wish
Case Studies / Contact Center Management The Northridge Group and Presidio Improve Patient Experience with a Contact Center Process Redesign Healthcare Industry Scope A leading
Case Studies / Quality Monitoring Quality Monitoring Program Results in 5% Point Reduction in Customer Complaints in One Quarter Government Industry Scope A large federal
Case Studies / Contact Center Labor Strategy Health Insurance Company to Improve Workforce Recruiting, Associate Retention and Business Performance Healthcare Insurance Industry Scope A leading
