Operations Made Better

By Northridge Group

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.

  1. 1.
    Blockchain – What Business Leaders Need to Know to Stay Current in Tech
    6:17
  2. 2.
    Workforce Capacity Planning Best Practices and New Hire Ramp Strategies
    6:57
  3. 3.
    Contact Center Training Evolves as Classrooms Go Virtual
    7:55
  4. 4.
    4 Best Practices for Workforce Management Capacity Planning
    6:51
  5. 5.
    Blockchain, Distributed Ledger Technology, and Use Cases for Telecom Carriers
    7:00
  6. 6.
    Five Steps for an Effective Quality Monitoring Program
    6:21
  7. 7.
    The Relationship of Spectrum and Infrastructure Investments in 5G Networking
    8:19
  8. 8.
    Strategically Design Your Contact Center Remote Workforce Model
    7:48
  1. 9.
    The Golden Thread: Connecting Business Goals and Measures of Success.
    6:49
  2. 10.
    Six Trends in Workforce Management and Integrated Analytics
    8:22
  3. 11.
    Coaching and Training: Two Keys to Delivering Excellent Contact Center Service
    6:59
  4. 12.
    Quality Monitoring: From Business Insights to Business Impact
    5:47
  5. 13.
    Why does Innovation Fail? Because Great Ideas are Difficult to Execute
    6:44
  6. 14.
    How to Take a Contact Center From Good to Great
    7:00
  7. 15.
    Empathy and the Customer Experience
    4:47
  8. 16.
    Rethinking Office and Workforce Models
    16:43
  9. 17.
    Paid vs SEO? Which Is Best for Your Business?
    4:51
  10. 18.
    Operational Analytics Can Provide a Triple Win for Customers, Employees, and Shareholders
    6:35
  11. 19.
    Digital Transformation as an Enabler of Improved Business Performance, not a Singular Solution
    7:02
  12. 20.
    Helping Small Businesses Survive the COVID-19 Crisis
    6:39
  13. 21.
    How Speech Analytics and Human-Assisted Quality Monitoring Programs Work Together
    7:43
  14. 22.
    Work From Home: Connecting With Your Employees
    4:39
  15. 23.
    Can Your Technology and Infrastructure Support a Remote Workforce?
    6:27
  16. 24.
    Delivering Customer Experience in Times of Crisis
    7:37
  17. 25.
    How to Capture and Leverage Big Data Insights
    6:19
  18. 26.
    Why Corporate Social Responsibility is Essential for Success
    6:30
  19. 27.
    Improving Customer Experience with Behavior-Based Quality Programs
    7:51
  20. 28.
    Methods for Compliance Monitoring
    5:26
  21. 29.
    Gratitude Starts with a Great Customer Experience
    5:21
  22. 30.
    The 7 Greatest Leadership Lessons I've Learned
    6:32
  23. 31.
    How a Data Analytics Framework Takes Quality Monitoring to the Next Level
    5:03
  24. 32.
    Who Will Win the Hub War?
    6:05
  25. 33.
    3 Warning Signs It’s Time For A Process Transformation
    5:08
  26. 34.
    Disaster Recovery Planning: Is Your IT Infrastructure Up to the Task?
    5:52
  27. 35.
    The Secret to Excellent Customer Service: Call Calibrations
    11:05
  28. 36.
    State of Customer Service Experience 2018
    19:58

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