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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

07:04

Best Practices of Great Contact Center Coaches

Operations Made Better ·

2021/11/08

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

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07:06

The Path of Least Resistance Isn’t Always the Path...

Operations Made Better ·

2021/11/02

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

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07:02

How Speech Analytics and Human-Assisted Quality...

Operations Made Better ·

2021/10/29

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.

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05:51

The Contact Center’s Role in Improving the Experience...

Operations Made Better ·

2021/09/22

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

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07:26

"Customer First" Omni-Channel Digital Experiences

Operations Made Better ·

2021/09/22

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

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06:51

“Digital First” Means Customer First

Operations Made Better ·

2021/09/09

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

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06:55

How Customer Analytics Can “Up” Your CX Game

Operations Made Better ·

2021/09/02

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

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08:18

Post-Pandemic Contact Center Hiring and Retention

Operations Made Better ·

2021/09/02

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

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07:16

Data-Driven Success with Operational Scorecards

Operations Made Better ·

2021/06/17

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.

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07:37

Managing the Next Generation of Leaders

Operations Made Better ·

2021/06/11

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

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08:19

5 Ways Payers Can Reduce Physician Abrasion

Operations Made Better ·

2021/06/11

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.

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58:40

Best Practices For Reducing Customer Effort To Drive...

Operations Made Better ·

2021/05/07

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.

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06:18

Blockchain – What Business Leaders Need to Know to...

Operations Made Better ·

2021/04/15

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.

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06:58

Workforce Capacity Planning Best Practices and New...

Operations Made Better ·

2021/04/12

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.

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07:56

Contact Center Training Evolves as Classrooms Go Virtual

Operations Made Better ·

2021/02/24

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.”

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06:52

4 Best Practices for Workforce Management Capacity...

Operations Made Better ·

2021/02/10

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

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07:01

Blockchain, Distributed Ledger Technology, and Use...

Operations Made Better ·

2021/02/02

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.

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06:22

Five Steps for an Effective Quality Monitoring Program

Operations Made Better ·

2021/02/01

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

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08:20

The Relationship of Spectrum and Infrastructure...

Operations Made Better ·

2021/01/22

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.

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07:49

Strategically Design Your Contact Center Remote...

Operations Made Better ·

2021/01/14

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

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47 results

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