Why Quality Monitoring is Valuable to Your Business
Leadership must set the tone and define the metrics for customer experience success in the organization. The implementation of programs such as Quality Monitoring will
Leadership must set the tone and define the metrics for customer experience success in the organization. The implementation of programs such as Quality Monitoring will
The popularity of Lin-Manuel Miranda’s record-breaking musical, Hamilton: An American Musical, has not only electrified theater stages in New York and Chicago but has reinvigorated
We’ve all heard the wisdom that “data is nothing unless it can be turned into information”. The amount of data available to us is growing
With the arrival of November, my thoughts turn to gratitude. As the eldest in a family of ten children and the daughter of two hard-working
The customer experience landscape is shifting. Self-service options such as apps and websites are making it easier for customers to resolve basic account inquiries and
Market conditions and customer expectations are constantly evolving, exposing gaps and creating opportunities for customer experience improvement. With the proliferation of new contact channels, digital
Digital technology is quickly changing the game for how companies and consumers interact with one another, setting a precedent for quick, convenient and easily accessible
As co-founder and CEO of The Northridge Group, I weathered the storm as an entrepreneur and have acquired invaluable insights that have helped me run a
How To Spark Innovation In The Workplace: Part 3 of an Innovation Series As creatures of habit, we tend to rely on what we know.
Failure evokes a number of emotions – anxiety, insecurity, discouragement, fear. No one ever sets out to fail and yet this becomes a very real
Much has been written about the importance of customer service, but the focus is typically on examples from industries in the private sector such as
Call it maturity, perspective or simply age, but with each Mother’s Day that passes I appreciate my mom even more. With a unique vantage point
