Northridge Podcast

Vickie Schutze and Amanda Turner discuss the best practices of great coaches and how frontline excellence training can empower managers

The Northridge Group's CEO, Therese Fauerbach, shares how to improve your decision making process by tackling the “should do” vs. “could do” dilemma.

Brandie Gatlin explains how quality monitoring programs are evolving with the use of speech analytics and how combining these services can drive even more value for your organization.

Improving the satisfaction of healthcare providers and their patients has always been a priority for health insurance companies and their contact center operations can play an integral role.The Northridge Group's Mary Kane discusses three steps payers can take to Improve their contact center operations

Deb Robbins discusses “digital first” strategy and offering omni-channel and in-channel support.

The Northridge Group's Deb Robbins discusses how to implement a winning “digital first” strategy that puts the “customer first”.

The Northridge Group's Molly Clark discusses the 3 ways companies can leverage customer analytics to improve their customer experience.

Retain top performers and engage new hires with these contact center hiring and retention strategies.

Before measuring success, it is important to consider the Why, What, and How of your measurement process. Northridge Group's Lisa Butler discusses the 4 ways operational scorecards can drive data-driven success.

The Northridge Group's CEO, Therese Fauerbach, shares how CEOs can ensure the next generation of leaders are set up for success.

Improving the healthcare experience for physicians and members is critical for health insurance payers. Learn 5 Ways Payers Can Reduce Physician Abrasion from Mary's new blog. 

The Northridge Group’s Pam Plyler and Tethr’s Matt Dixon and Ted McKenna share valuable research insights that identify drivers of effort, explore the disconnect between consumers and business leaders, and highlight actionable best practices that can be leveraged to improve customer effort.

The advent of new technologies creates a recurring challenge for business leaders to remain current or risk losing maximum value in their automation initiatives. Learn more about Blockchain and why it is the next technology you need to understand. 

Workforce capacity planning, if done well, almost always has a positive ROI. This, coupled with the right strategies to assist new hires with their contact center onboarding, can produce better performance results and reduce attrition. Read our latest blog to learn best practices in workforce planning for new hire classes.

Before the COVID-19 pandemic, many companies were already investing in virtual training methods, however, once the pandemic hit, employers found themselves forced into a virtual learning and coaching environment. Now, as the “new normal” for work environments is being defined, so is the “new classroom.” 

The value of Workforce Management lies in the process and making sure the right due diligence and analysis are carried out.

A business leader should understand when and why a Blockchain solution may maximize value capture in an automation initiative. Discover whether Blockchain could be a good fit for your organization.

In our most recent blog, learn the five basic steps each business should take to make sure their program is set-up for success.

When the time comes to invest in your network, what impact will your choice of spectrum band have on the 5G user experience you can deliver? Jeff Quinn covers the relationship of spectrum and infrastructure investments in 5G networking.

While many businesses had existing remote work models in place prior to COVID-19, the pandemic quickly forced companies to rely exclusively on work-from-home models. Northridge’s Senior Consultant, Andrea Christian, shares how to strategically design a long-term remote workforce model that positions contact centers for success in the years to come

It can be difficult to get from Point A (strategy and goals) to Point B (successful results) without a map of how to get there. In the latest Operations Made Better Podcast, Northridge's Operational Excellence Officer, Marriann Cole, discusses how scorecards can help guide businesses in translating strategies and goals into tactics and actions through the construction of a scorecard.

Forecasting call volume and determining staffing needs is becoming more complicated due to the growing number of channels now available for customer service. In the latest Operations Made Better Podcast, Northridge's Senior Director of Workforce Management, Tina Suthers, shares six emerging Worforce Management trends and how they will impact the efficiency of contact centers.

Today's digital marketers must constantly evolve their content to keep the attention of the consumer. In The Northridge Group's latest video podcast, Senior Digital Marketing Specialist, Thomas Mastrototaro and Systems Engineer, Josh Velazquez discuss how to make audio and video content a part of your digital marketing strategy. Learn what programs you should consider when getting started on creating audio and video content and what equipment you should invest in to get started.

The Northridge Group’s Brandie Gatlin discusses coaching and training, and the two keys to delivering excellent contact center service.

In The Northridge Group's latest video podcast, Senior Digital Marketing Specialists Jessica White and Thomas Mastrototaro discuss why your digital marketing strategy should include video and audio based content. Learn why this content is important for creating effective marketing campaigns and how today's current remote environment is a great time to get started on building a repository of audio and video content.        

In our latest blog by Daniel Fenton, we explore quality monitoring and how business insights can be actioned to lead to significant business impacts.

Petra Seals discusses how to determine which ideas are worth the effort and shares five tips that will lead you from innovation to implementation.

Join The Northridge Group's Vickie Schutze as she explains the 4 areas you should focus on to take your call center from good to great.

Learn the 3 ways you can alter your digital marketing during COVID-19 and not only survive the pandemic but thrive after it.

Join The Northridge Group's Diane Fiore as she explains how How Coaching & Training Call Center Agents Increases Client Empathy Behavior Scores

Join the Northridge Group's Donna Abosch as she explains how digital marketers must "get personal" to stand out amidst mounting in-box clutter.

The Northridge Group’s Bryan Gillis and Greg Adams discuss how Operational Analytics and data-driven insights will inform business decisions that address the future needs of People, Corporate Real Estate, and Technology.

Like many businesses, you may be trying to develop or optimize your Digital Marketing Strategy. Yet, decoding key terms like  "SEO" and "SEM" may seem like an overwhelming task. Join the Northridge Groups Alyssa Chester as she explains the difference between these two integral processes and why leveraging them is important for your business.      

In our latest audio blog, Dan Fete, former CFO of a Fortune 25 sized enterprise, discusses how Operational Analytics uses data-driven insights to ensure the achievement of corporate goals, delivering a triple win for organizations.

In our latest audio blog, Marriann Cole, Operational Excellence Officer of The Northridge Group, explains how to launch your business into the digitally transformed age by compiling tools and expertise that will allow you to look at data more comprehensively and commit to decision-making based on those analytics.

In our latest audio blog, Therese Fauerbach, CEO and Co-Founder of The Northridge Group, discusses steps leaders of small businesses can take now to help their employees, customers, and communities survive and thrive during these uncertain times.

Pam Plyler explains how quality monitoring programs are evolving with the use of speech analytics and how combining these services can drive even more value for your organization.

In this report, learn how connecting with your employees can improve engagement as you transition your organization to a work from home model.

The Northridge Groups Nathan Hart, Director of IT and Security, shares how the COVID-19 crisis is quickly testing work at home theories and how it may lead to permanent changes in remote work policies.

The Northridge Groups Deb Robbins, Executive Consultant at The Northridge Group, shares tips for how organizations can effectively prepare their Customer Service Teams to deliver an exceptional experience even in times of crisis.

Leo Lanzillo breaks down how to capture data and use it to help your organization make better decisions, and ideally to predict future behavior and events.

Daren Moore explains why Corporate Social Responsibility isn't only the right thing to do, but a key part of any good business strategy.

In Petra Seal's blog, learn the power of aligning your quality program with corporate metrics and goals to see and achieve visible success. To read the blog, please follow this link: https://www.northridgegroup.com/blog/improving-customer-experience-with-behavior-based-quality-programs/ 

While speed and convenience are of high importance to a consumer, keeping up with the regularly evolving customer channel preferences and customer experience methods can make regulatory compliance difficult to manage. Leo Lanzillo, our CFO and Strategy & Innovation Officer, shares with you methods for compliance monitoring in this blog. 

The best way for organizations to express gratitude to their customers is to provide them an exceptional customer experience at every opportunity. Listen from The Northridge Group's CEO, Therese Fauerbach, as she shares her views on the power of gratitude and how the best way for companies to express gratitude to their customers is not simply through the two words.

In her blog, The Northridge Group's CEO, Therese Fauerbach, shares a few of the greatest leadership lessons she has learned throughout her career. From working in a diverse range of organizations, functional groups, and cultures to co-founding a company of her own, these unique experiences have all contributed to the person and business leader she is today.

Recent shifts in customer demand have left companies scrambling to make sure they are meeting customer wants and expectations. As the need for companies to nurture relationships with their customers escalates, the role data analytics plays in Quality Monitoring is rapidly evolving across industries and lines of business. We sat down with Bryan Gillis, Executive Practice Lead of Quality Solutions & Customer Analytics at Northridge, to discuss the importance of analytics in driving actionable business insights and how a strong data framework represents the next frontier of Quality Monitoring solutions.

When watching television and reviewing your on-screen guide, do you ever wish that your cable TV shows were integrated with your other streaming services, such as Netflix, Hulu and Amazon Prime? Wouldn’t TV viewing be simpler if you could scroll through your guide and see all your cable shows and the last episode of Stranger Things that you didn’t finish on Netflix, as well as the new movies available this week on HBO Go? What if there was no more need to switch between different services, devices or even remotes because everything appeared as if it were on the same viewing platform?

In this highly competitive and volatile marketplace, business leaders are painfully aware of the negative outcomes which can occur when operations lapse into a business as usual routine. With the pace of change today, business leaders must constantly keep a pulse on the signs that tell them it’s time to transform their business processes before process issues result in a decline in financial performance and customer satisfaction.

According to the Federal Emergency Management Agency and U.S. Small Business Administration, 40 percent of businesses do not reopen after a disaster, and 90 percent of businesses fail within 2 years of being struck by a natural disaster. Completing and executing a data recovery (DR) plan may seem like a daunting task, but the potential risk makes DR planning a necessity for all businesses.

One of the key strategies to providing a consistent customer experience is facilitating regular call calibrations with your customer service associates. Join Petra Seals, Senior Director of Innovation & Solution Development at The Northridge Group, as she discusses four reasons why call calibrations are critical to service delivery from her blog, The Secret to Excellent Customer Service: Call Calibration.