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Operations Made Better episodes
- The Golden Thread: Connecting Business Goals and Measures of Success.
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.
7 min - Six Trends in Workforce Management and Integrated Analytics
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.
9 min - Coaching and Training: Two Keys to Delivering Excellent Contact Center Service
The Northridge Group’s Brandie Gatlin discusses coaching and training, and the two keys to delivering excellent contact center service.
7 min - Quality Monitoring: From Business Insights to Business Impact
In our latest blog by Daniel Fenton, we explore quality monitoring and how business insights can be actioned to lead to significant business impacts.
6 min - Why does Innovation Fail? Because Great Ideas are Difficult to Execute
Petra Seals discusses how to determine which ideas are worth the effort and shares five tips that will lead you from innovation to implementation.
7 min - How to Take a Contact Center From Good to Great
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.
8 min - Empathy and the Customer Experience
Join The Northridge Group's Diane Fiore as she explains how How Coaching & Training Call Center Agents Increases Client Empathy Behavior Scores
5 min - Rethinking Office and Workforce Models
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.
17 min - Paid vs SEO? Which Is Best for Your Business?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.5 min
- Operational Analytics Can Provide a Triple Win for Customers, Employees, and Shareholders
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.
7 min
About Operations Made Better
From the publisher's feed
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.