Our industry experts and thought leaders have extensive experience in the industries we serve, including telecom and media, healthcare, enterprise technology, financial services, energy, transportation and government.
Effective coaching and training for frontline associates and managers are critical enablers of delivering a differentiated customer experience, achieving associate career aspirations, and driving business
Ensuring scheduling efficiencies while carefully considering the needs of associates is a difficult balancing act even for a sophisticated Workforce Management team. However, when executed
Recent contact center industry trends indicate significant growth in the number of remote employees. While some companies already had an existing work-from-home model in place,
2020 is surely a year for the record books. The COVID-19 pandemic drastically altered our lives in ways we had never imagined. Many businesses were
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
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
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
