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.

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.

The Northridge Group’s Brandie Gatlin discusses coaching and training, and the two keys to delivering excellent contact center service.

In our latest blog by Daniel Fenton, we explore quality monitoring and how business insights can be actioned to lead to significant business impacts.

Petra Seals discusses how to determine which ideas are worth the effort and shares five tips that will lead you from innovation to implementation.

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.

Join The Northridge Group's Diane Fiore as she explains how How Coaching & Training Call Center Agents Increases Client Empathy Behavior Scores

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.

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.