Best Practices of Great Coaches
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center
Generation Z is driving new mobile phone behavior and expanding mobile phone usage by utilizing them for an increasing number of activities. There is also
One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers
To access the full study on Understanding Mobile Phone Use and 5G Expectations, please fill out the form below.
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
Workforce Management (WFM) Capacity Planning is all about making sure you have the right people hired and trained in the appropriate skill set when they
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
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,
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
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
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
Not too long ago, if a customer encountered an issue, their options for getting it resolved were much more limited: calling customer service, visiting a
Before you go, get access to expert strategies, industry insights, and the latest trends delivered straight to your inbox.
Join our community of forward-thinking professionals who are transforming their businesses with NRG expertise.