Northridge Group Blog
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Articles on Customer Experience, Cost Transformation, and Operational Excellence. The Northridge Group partner with teams to implement practical solutions for people, processes and technology. Co-founded in 1999 by Therese Fauerbach, they started with a team of top telecom industry executives.
Northridge Group Blog
1w ago
Every woman has a story to tell. Some read like a Shakespearian tragedy, some a Nora Jones romcom, while others mirror something more like a Harvard Business Review whitepaper.
Whatever the story, there’s lessons to be taken and to be learned.
As we celebrate International Women’s Day, we shine a light on four women of The Northridge Group, along with our fearless founder, Therese Fauerbach. These women come from different areas of their lives – from age, stage, geography, and career – but all have one thing in common: grit. It’s the same cellular grit that carried families across oceans, tr ..read more
Northridge Group Blog
4M ago
Patient acquisition has long been one of the greatest challenges facing hospitals and healthcare organizations.
The rise of the internet has exacerbated patient acquisition challenges by giving prospective patients easy access to provider reviews and other information. When patients have seemingly limitless options, it is difficult for healthcare organizations to differentiate themselves from the competition.
Fortunately, organizations can use the digital ecosystem to their advantage and enhance patient acquisition capabilities with data analytics.
The healthcare data analytics mark ..read more
Northridge Group Blog
4M ago
By rethinking how your organization approaches customer support, you can transform your call center into a loyalty center that reduces churn and boosts Customer Lifetime Value (CLTV).
Here are four tips for turning your call center into a loyalty center:
1. Prioritize the Experience
Customer support agents are trained to solve problems as efficiently as possible so they can handle the next call in the queue. However, an efficiency-first mindset can create two problems. First, the agent might only partially resolve the issue, and second, they will rush through the call at the expense ..read more
Northridge Group Blog
5M ago
By rethinking how your organization approaches customer support, you can transform your call center into a loyalty center that reduces churn and boosts Average Customer Lifetime Value (CLTV).
Here are four tips for turning your call center into a loyalty center:
1. Prioritize the Experience First
Customer support agents are trained to solve problems as efficiently as possible so they can handle the next call in the queue. However, an efficiency-first mindset can create two problems. First, the agent might only partially resolve the issue, and second, they will rush through the call a ..read more
Northridge Group Blog
6M ago
Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.
The need for ..read more
Northridge Group Blog
7M ago
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. We’ve seen companies that return to the core focus of people, process, and technology have not only adapted but thrived—realizing tangible improvements in customer service, reduced costs, and increased efficiencies within their contact center operation, as well as a bump in the overall experience.
The most crucial interdependencies within the core elements lay with technology and training and the investment in processes to support the adoption and integration of both.
People Power
CX e ..read more
Northridge Group Blog
7M ago
Operational excellence and personal excellence share many similar characteristics and principles. Both fundamentally revolve around continuous improvement, focused goals, and discipline. And neither can be truly achieved—in business or life—without a steadfast effort, the desire to learn, and willingness to adapt.
In fact, the principles that guide the pathways to excellence for both are intrinsically linked: Each person’s journey toward excellence will always be both ongoing and dynamic.
In the course of my professional life—which includes 22 years at The Northridge Group in XXXXXX roles ..read more
Northridge Group Blog
7M ago
In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction.
By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism and attrition while simultaneously enhancing productivity. One of the best places to start developing this culture is by implementing the proper onboarding and ongoing training.
The Need for Better Training and Enhanced Experiences
In 2021, overall contact center attrition reached 42%, and organizations with more than 5,000 a ..read more
Northridge Group Blog
8M ago
Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Despite this, more than 1/3 of business leaders want their associates back in the office, creating a great divide between business decision-makers and their teams.
A driving force behind business leaders’ push to return to the office is concerns that working from home has negatively impacted employee productivity, as staff members have little oversight and too muc ..read more
Northridge Group Blog
9M ago
From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference in how your customers view you.
You can transform your call center into one that promotes loyalty and turns avid customers into brand promoters. To do so, you must ensure that your employees are managed under KPIs that support better business performance and not simply the bottom line.
This transformation also means ensuring your employees are trained to ask the right questions and empow ..read more