Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer experience (CX) Increase efficiency and profitability The Challenge A major healthcare provider needed to refine its customer service coaching program to improve Average Handle Time (AHT) and Net Promoter Score […] The post Discover How a Leading Healthcare Provider Transformed Customer Experience and Increased ROI first appeared on Northridge Group ..read more

By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service leaders and front-line contact center agents. The client needed to revamp its existing coaching program to improve AHT (Average handle time) and NPS (Net promoter score).  They learned of our […] The post Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI   first appeared on Northridge Group ..read more

New data from The Northridge Group confirms that nearly all mobile phone users have heard of 5G, most can articulate some of its benefits, and most associate 5G with faster speeds. Results from The Northridge Group’s new report on Mobile Phone Use and 5G Expectations were quite telling. The post Understanding Mobile Phone Use and 5G Expectations first appeared on Northridge Group ..read more

The State of CX 2023 research report features insights that businesses can use to benchmark their customer service and improve the overall experience. The post State of CX 2023 Research Report: Part II first appeared on Northridge Group ..read more

Trailblazers can come in every size, but their superpower lies in their vision, passion, and courage…and their ability to rally those around them to embrace all of it.  Companies globally are either in the process of or planning to bring employees back into the office. Some may not be overly enthusiastic about swapping sweats for […] The post RTW Mandate? How to Trailblaze Your Office for Greater EX first appeared on Northridge Group ..read more

Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs. I’ve observed numerous clients struggle with several key issues:  Identifying Cost Inefficiencies: Many […] The post From Cost to Catalyst: A Consultant’s View on Transforming Organizations Through Workforce Management first appeared on Northridge Group ..read more

The Situation In the fall of 2023, a national non-profit organization contacted The Northridge Group. Faced with the decision to either grow and remain independent or be acquired by a larger organization, the non-profit had recently undergone some major transitions and restructuring. They chose to expand and grow, but they needed help understanding exactly ‘what’ […] The post Case Study: helping a Non-Profit Prepare for Growth first appeared on Northridge Group ..read more

Throughout history, humans have relied on physical characteristics for identification.Fingerprints, for instance, were utilized in ancient Babylon for business transactions.Today, biometrics encompasses a broader range of unique traits, including fingerprints scans, facial recognition, iris scans, and voice patterns. These biological markers, or “something you are,” provide a more secure and convenient alternative for identity authentication compared to traditional methods such […] The post Report: The Future of Voice Biometrics in Your Business first appeared on North ..read more

“For organizations that are aware of these challenges, consultants can serve as a validating partner, providing objective confirmation of what internal leaders suspect and giving them the confidence to move forward with solutions.” Joni Arison Tweet Google’s cloud infrastructure business has what’s known as a follow-the-sun approach to customer support. If an enterprise client calls […] The post Interview with Joni Arison: Diving into Contact Center Consulting | Boardroom Insight first appeared on Northridge Group ..read more

We’ve spent the last year helping our clients achieve success. For both NRG and RISE – we have partnered with companies to uncover opportunities for growth in their people, their processes, and technologies. Below, we have joined forces to offer six trends that we believe will be driving forces in 2025 – for contact centers […] The post 6 Trends Crucial for Success in 2025 first appeared on Northridge Group ..read more