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.