Ensuring scheduling efficiencies while carefully considering the needs of associates is a difficult balancing act even for a sophisticated Workforce Management team. Effective workforce staffing
How did customer expectations and behaviors shift during one of the most disruptive periods in recent history? Based on Northridge Group’s 2020 customer experience study,
Physician abrasion can lead to a variety of unsatisfactory healthcare experiences. Northridge Group’s Mary Kane discusses the 5 ways payers can reduce physician abrasion and
Which channels provide the fastest response to a customer inquiry? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that today’s consumers are
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
Customers Speak Clearly — But Businesses Are Not Listening The voice of the customer is unmistakable. Across every channel, customers report frustration, complexity, and a
Poor customer service doesn’t just impact the consumer; it also can hinder your brand. Northridge’s annual State of Customer Service Experience 2017 report studied the