How to Execute an Effective Cost Transformation Strategy in 2025
With any new change in leadership, government agencies as well as enterprise organizations often face a review of current operations and the efficiencies and profitability
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With any new change in leadership, government agencies as well as enterprise organizations often face a review of current operations and the efficiencies and profitability
Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer
By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service
AI is Redefining Process Optimization: A Journey of Progress Over Perfection I am a perfectionist, I admit it. As a perfectionist, it is hard to
The Situation In the fall of 2023, a national non-profit organization contacted The Northridge Group. Faced with the decision to either grow and remain independent
Whether you are a blue chip, mid cap or small company, workforce planning has never been more critical. This is especially true with the boon
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you
Customers are now demanding that their interactions with your brand be not only customized, but accurate. Close, but not too close. Learn why.
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.
“…[T]here are things we know we know. We also know there are known unknowns; that is to say we know there are some things we
Business models are not static, they are ever-evolving. Telecommunication companies, for example, are in a constant state of transformation as they attempt to stay ahead
I am often asked what the COVID-19 pandemic’s impact has been on my company and what I consider the key leadership learnings from the last
