CASE STUDIES / Customer Experience Journey Mapping Helps Fortune 100 Communications/Technology Provider Improve Customer Experience Communications/Technology Scope Northridge was engaged to help a Communications/Technology Provider
CASE STUDIES / Customer Experience Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider Communications/Technology Scope The Northridge Group was engaged to provide targeted competitive
Contact Center Management Work From Home: Connecting With Your Employees BY: Tina Suthers In a previous report, The Northridge Group’s Tina Suthers described the best
Will working from home become the new normal? Prior to the COVID-19 crisis, a 2019 study1 reported that 43% of U.S. companies allowed some degree
Contact Center Management Work From Home: Best Practices for Service Organizations In service organizations, “work from home” is a standard labor strategy for all or
Case Studies / Contact Center Management The Northridge Group and Presidio Improve Patient Experience with a Contact Center Process Redesign Healthcare Industry Scope A leading
Case Studies / Quality Monitoring Quality Monitoring Program Results in 5% Point Reduction in Customer Complaints in One Quarter Government Industry Scope A large federal
Case Studies / Contact Center Labor Strategy Health Insurance Company to Improve Workforce Recruiting, Associate Retention and Business Performance Healthcare Insurance Industry Scope A leading
Case Studies / Contact Center Labor Strategy Health Insurance Company Develops 3-Year Workforce and Real Estate Plan Healthcare Insurance Industry Scope A leading health insurance
Case Studies / Business Process Optimization Northridge Helps Federal Agency Transform Paper-Based Processes to Digital, Improving Customer Experience Government Sector Scope Government Agency’s objectives included:
Case Studies / Quality Program Assessment & Redesign Quality Program Redesign Results in a Positive Correlation between Agent Performance and VoC Metrics Communications / Cable
Case Studies / Business Process Optimization Business Process Assessment and Roadmap Provides Large Enterprise a Strategy for Achieving Corporate Goals Healthcare Industry Scope A large
