Sat.Apr 09, 2022 - Fri.Apr 15, 2022

Customer Satisfaction is at 17 year low. These stats tell you why…

Beyond Philosophy

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX).

How to improve service level in your call center


Improving service level in your call center means aligning your technology and actions with your objectives. Read this blog to understand where you currently stand, what's needed to improve and more


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The Warning Signs of Agent Attrition in the Call Center


An agent’s resignation is one of the most common challenges call center leaders face – but that doesn’t make the situation any easier.

The Rut…


??Efficiency, Productivity, Resourcefulness. ?At At the end of the day, we’re always looking to make things in business run smoother and faster while maximizing throughput and potential revenue.

CCNG 195

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

How to Make Gradual Changes

Contact Center Pipeline

During my time within the call/contact center industry I’ve had the opportunity to work on quite a few call center projects. I’ve noticed that some call centers were welcoming of my ideas. And some others which were a bit hesitant at first due to several reasons.

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5 Case Studies to Improve Your Customer Service


As more and more customer transactions occur virtually, the quality of online help desks and customer service support is becoming an essential differentiator for companies. An estimated 73% of consumers say a good experience is critical in influencing their brand loyalties.

Learn the 3R Method to De-escalate Angry Customers


People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers?

What Call Center Managers Need to Know About AI Text Analytics

Contact Center Pipeline

Text analytics has already expedited delivery of excellent customer service in innovative ways for call centers. But what if you could analyze both sides of the conversation—customer and agent? Advanced text analytics technology has evolved to provide this capability.

The Day I Became a Customer Service Expert and Two Important Lessons?

Shep Hyken

“Find a job you love, and you’ll never work a day in your life.” . This line has been credited to Confucius, Mark Twain, Mark Anthony and others.

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Reducing Total Cost of Ownership with Unified Communications?


Reducing Total Cost of Ownership with Unified Communications A robust, integrated, and unified communications solution can really provide for your business, including cost-saving advantages.

FAQ Chatbot: Definition, Types, and Use Cases


Customers’ expectations have changed. Today 82% of users expect an immediate response from brands, and around 73% of customers prefer to get their questions answered via live chat as it’s the most satisfactory form of [ … ].

Optimizing the ASR Experience

Contact Center Pipeline

You ask Siri if you need your umbrella, and she tells you it looks like rain. You ask Alexa to play some jazz, and Miles Davis flows out of the speaker. So, computers understand what we say now, right? But the answer isn’t so simple.

The CX leader handbook


Learn how to find the right customer experience job, thrive as a leader, and strategically plan for the future. Guides

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

How AI can benefit your customer service in 2022


AI became the go-to word in meeting rooms when teams spoke about innovation since 2020. Recently, AI impact (not only in customer service) has been so high that the global AI market value might reach $267 billion by 2027. Some people think AI may harm industries since it could take over human tasks.

CS Analysts — We Don’t Have to be Data Scientists

Education Services Group

The Reason. Beep. I stand in line at my local pet supply store, a box of dog biscuits in my left hand, my wife’s hand in my right.

What is Call Center Speed to Answer? And Other Key Metrics.

Call Experts

Calculating Average Speed to Answer (ASA) involves identifying the best way to measure the speed of answering incoming calls. The goal of ASA is to answer calls quickly and efficiently while meeting customer expectations. Speed is key to success in many areas of business.

What You Need to Take Your Customer Service Virtual

Working Solutions

Customer service is the foundation of a successful business. Giving those who buy products and services from your company priority attention makes all the difference in keeping those customers and turning them into brand loyalists.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

The community supports our business; we support our community!


We serve the community by opening the doors to innovation and technology, we offer high-tech employment opportunities for the people in and around Wyoming, and we support youths and young leaders through educational initiatives around technology, digitalization, and leadership.

Automated Text Message Response Best Practices & SMS Compliance


Following text message marketing best practices will help you send the kind of messages your subscribers are not only more likely to respond to, but that they actually want to receive. Not just that–it’s also necessary to make sure your text message marketing campaigns aren’t breaking any laws.

How Good Product Principles Support Your Workflow and Team


If your company is anything like ours, you strive to make product decisions quickly but thoughtfully. You work tirelessly to improve and evolve your product into its best version possible, meet your customers where they’re at, and provide a service they need.

How to Establish a Net Promoter Score Benchmark for Your Call Center


What would you do to find out what others really think of you? Every year, businesses invest heavily in customer research to find out how consumers perceive them. There are a lot of ways to get this information, but leveraging net promoter score (NPS) is one of the most popular.

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

What is The Call Center Net Promoter Score NPS – and How To Improve It?


‘’Are your clients willing to refer your products, service or business?’’ This is one of the most important goals for contact centers. Now the best and most quantifiable way to answer this question is through the Net Promoter Score (NPS).

Ask these 3 questions to get more from your conversation analytics data | Intelligent actions with Tethr: Part 3


Trying to improve your customer experience? Start by listening. To supercharge your improvements, listen with AI.

Mistakes to Avoid When Selecting a CS Platform: Not Having a Modern Mindset


Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.

Building the Foundation for an AI-Ready Organization


According to recent Gartner reports, an estimated 85% of artificial intelligence (AI) projects will fail through the year 2022. This estimation is likely to cast some doubt on the realm of artificial intelligence and its ability to deliver value.

How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

Automation can enhance productivity, management of volume, and leave agents with more energy to focus on meeting customers where they are. But how, exactly? Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently.

Holistic Call Center Training using Rewards and Recognition, with Michael Tamer


Michael Tamer, or the Contact Center Coach, is the CEO at Proponisi and is passionate about helping people become great leaders, using his skills as a trainer and driving performance for everyone involved: from the frontline agent to supervisors and leaders in the contact center space.

Business Reporter Interview: How retailers can embrace the future of engagement


Can digital customer experiences truly replicate the interactions retailers deliver in brick-and-mortar stores? I recently sat down with Rachel Hicks from Business Reporter to discuss this question and more as part of its “The Future of Retail” campaign.

Making the Switch: How to Evaluate a New Customer Success Platform


In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. But what do you do when the platform you’ve been using goes out of business?