5 Ways Payers Can Reduce Physician Abrasion
Improving the physician and member experiences are critical undertakings for health insurance payers. Healthcare is at an inflection point — again. While there continues to
Experience-based insights from Northridge consultants sharing what works in practice across strategy, operations, and transformation. Our content reflects real client environments, evolving challenges, and lessons learned navigating complexity and chang
Improving the physician and member experiences are critical undertakings for health insurance payers. Healthcare is at an inflection point — again. While there continues to
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 found that
Seasoned business leaders face a variety of challenges when implementing process improvement initiatives that rely on automation. A common struggle across all automation initiatives is
Successful businesses rely on performance metrics to ensure that they are performing at optimal levels. To achieve this optimum, business leaders must make informed, data-driven
The advent of new technologies creates a recurring challenge for business leaders to maintain an understanding of the best method of maximizing value capture in
Call centers have come a long way since the 1950s when housewives became the first telemarketers by selling home-baked goods over the phone. Today, customers
Consumers and businesses are both anticipating that 5G mobile networks will be the next frontier for everything from enhanced mobile communications to ultra-reliable low latency
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
Growing Revenue in Times of Slowing Demand Why operational efficiency and pricing discipline matter more than price cuts. Revenue is a function of both price
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