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PODCAST

Operations Made Better

Northridge Group

The Northridge Group Podcast, Operations Made Better, offers key insights from a leading management consulting firm specializing in customer experience solutions and business transformation initiatives, utilizing data analytics and business process redesign to deliver results.

business training

All Episodes

06:50

The Golden Thread: Connecting Business Goals and...

Operations Made Better ·

2020/11/06

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.

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08:23

Six Trends in Workforce Management and Integrated...

Operations Made Better ·

2020/10/29

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.

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07:00

Coaching and Training: Two Keys to Delivering...

Operations Made Better ·

2020/10/01

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

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05:48

Quality Monitoring: From Business Insights to...

Operations Made Better ·

2020/09/17

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

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06:45

Why does Innovation Fail? Because Great Ideas are...

Operations Made Better ·

2020/09/02

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

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07:01

How to Take a Contact Center From Good to Great

Operations Made Better ·

2020/08/20

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.

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04:48

Empathy and the Customer Experience

Operations Made Better ·

2020/08/06

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

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16:44

Rethinking Office and Workforce Models

Operations Made Better ·

2020/07/10

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.

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04:53

Paid vs SEO? Which Is Best for Your Business?

Operations Made Better ·

2020/07/07

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.

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06:36

Operational Analytics Can Provide a Triple Win for...

Operations Made Better ·

2020/06/03

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.

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07:03

Digital Transformation as an Enabler of Improved...

Operations Made Better ·

2020/05/20

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.

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06:40

Helping Small Businesses Survive the COVID-19 Crisis

Operations Made Better ·

2020/05/07

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.

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07:44

How Speech Analytics and Human-Assisted Quality...

Operations Made Better ·

2020/04/23

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.

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04:40

Work From Home: Connecting With Your Employees

Operations Made Better ·

2020/04/07

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

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06:28

Can Your Technology and Infrastructure Support a...

Operations Made Better ·

2020/04/02

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.

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07:38

Delivering Customer Experience in Times of Crisis

Operations Made Better ·

2020/03/26

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.

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06:20

How to Capture and Leverage Big Data Insights

Operations Made Better ·

2020/02/06

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.

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06:31

Why Corporate Social Responsibility is Essential for...

Operations Made Better ·

2020/01/23

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

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07:52

Improving Customer Experience with Behavior-Based...

Operations Made Better ·

2020/01/09

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/

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05:27

Methods for Compliance Monitoring

Operations Made Better ·

2019/12/11

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.

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47 results

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