Quality Service Through Customer Insights
In a marketplace characterized by emerging technologies and a diverse range of customer contact channels, it’s easy to lose sight of the fact that success begins and ends with the customer. More than ever, customers care about the level of service they receive from contact centers and quickly migrate away from brands that deliver substandard customer service experiences.
The Northridge Group is a U.S. based, premier provider of third party quality monitoring services for large and mid-size organizations that envision its contact center as an integral part of its revenue strategy and service delivery. Our team of experts offers the objectivity and expertise to evaluate agent performance and customer interactions through calls, email, chat and social media to ensure service excellence.
Featuring experienced professionals and cutting edge processes, our quality monitoring services provide the scale, linguistics, analytics and technology to successfully convert data-based insights into desired business outcomes. By applying the right mix of quality monitoring solutions to the contact center, your organization can essentially leverage a real-time focus group with thousands of data points streaming in on a regular basis.Through an in-depth understanding of the organization’s needs, Northridge can customize and create a program that will deliver improved customer experience and business performance.
“…Their monitoring processes are very insightful and align with the Call Center’s mission to improve participant customer service…You guys Rock!!”
U.S. Federal Government Agency
Our Quality Monitoring Program Suite
Ready to deliver an enhanced customer experience?
Let Northridge show you how.