The Path of Least Resistance Isn’t Always the Path You “Should” Take
When making important decisions, it’s important to differentiate between what you “can do” and what you “should” do. When that distinction isn’t clear, it’s often
When making important decisions, it’s important to differentiate between what you “can do” and what you “should” do. When that distinction isn’t clear, it’s often
LinkedIn Live Hiring and Retention Trends & Strategies for the Contact Center Industry BY: Tina Suthers, Brandie Gatlin, Andrea Christian The Northridge Group’s Tina Suthers,
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Businesses today are undergoing a paradigm shift as the customer journey moves to a “digital first” pathway. Yet the “digital first” evolution is only part
It’s a fundamental shift in the way we do business: These days, most customers encounter a brand or business online before they encounter it in
Improving the satisfaction of healthcare providers and their patients has always been a priority of health insurance companies, but it is increasingly taking center stage.
Let’s say you’ve already taken the necessary measures to move your contact center from good to great. You’ve adopted clearly defined and focused metrics, you
Ensuring scheduling efficiencies while carefully considering the needs of associates is a difficult balancing act even for a sophisticated Workforce Management team. Effective workforce staffing
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that
As the country begins to “open up”, the economic downturn is beginning to shift to a new post-pandemic normal. Organizations are starting to develop and
Physician abrasion can lead to a variety of unsatisfactory healthcare experiences. Northridge Group’s Mary Kane discusses the 5 ways payers can reduce physician abrasion and
Which channels provide the fastest response to a customer inquiry? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that today’s consumers are
