Methods for Compliance Monitoring

Customer experience in an omni-channel environment allows consumers to reach out for help on any channel of their choice and for customer service agents to respond on those channels faster than ever before. While speed and convenience are of high importance to a consumer, keeping up with the regularly evolving customer channel preferences and customer experience methods can make regulatory compliance difficult to manage. However, with advancements in quality monitoring technology coupled with more robust quality monitoring programs, companies can ensure that agents are providing a convenient and accessible customer experience to consumers, while following federal compliance regulations that keep up with the demand of the consumer.

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How Mystery Shopper Programs Drive Improvements in Compliance

In most contact centers, customer service agents have been thoroughly trained to handle a wide variety of customer inquiries on products, policies and services. However, as goods and services evolve over time to better meet the needs of the customer, strict adherence to corporate objectives and federal regulations should remain a top priority. Heavily regulated industries such as airlines, financial services, and healthcare are at even greater risk of government compliance audits that could result in costly fines and a wounded brand image.

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How Quality Monitoring Can Be a Strategic Differentiator

Historically, quality monitoring programs were implemented exclusively to monitor a customer service agent’s performance. These quality programs were tactical in nature and inwardly focused; determining which agents were adhering to a specific process or following a given script. Desired outcomes typically addressed only the objectives of the customer service department.

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The Golden Thread: Connecting Business Goals and Measures of Success

Your company has identified its business strategy and communicated to the organization its business goals, so you’re ready to start working towards them, right? Not quite. You still need a plan. It’s difficult to get from Point A (strategy and goals) to Point B (successful results) without a map of how you’re getting there. The road map of the business world is the scorecard, and it is the golden thread that connects business goals to measures of success.

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Delighted Customers and a Healthy Bottom Line – What’s the Secret?

Today’s rapid growth of purchasing options leaves companies scrambling for their fair share of time in the spotlight. From both direct competitors to new alternatives, customers are increasingly being bombarded with a rapidly growing list of options, diverting their attention away from a company’s brand. In response, nearly every enterprise is ramping up their efforts to enhance engagement with their target customers during brief moments of time when they have successfully grabbed their attention.

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The Secret to Excellent Customer Service: Call Calibration

A reputation for great customer service is built on many areas of business. In-store employees must be friendly, the website must be easily navigable, omni-channel customer service must be consistent across channels, and call center agents must be knowledgeable. One of the key strategies to providing a consistent customer experience in the call center is regular call calibrations, in which the call center agents and supervisors meet with the quality monitoring vendor to rate and discuss customer service calls.

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Why Quality Monitoring is Valuable to Your Business

Customer Experience, Quality Monitoring

Leadership must set the tone and define the metrics for customer experience success in the organization. The implementation of programs such as Quality Monitoring will help an organization maintain consistent and objective listening and analysis of customer interactions. Other incentive-based programs can help encourage each person in the organization to prioritize and improve experiences for unsatisfied customers. Information can be relayed across departments to help shift directional focus based on what is and isn’t working from the customers’ point of view.

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Seasons Greetings from The Northridge Group

We wish you a vibrant holiday season and a new year filled with joy, peace and prosperity!


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Hamilton: A Lesson in Leadership and Legacies

The popularity of Lin-Manuel Miranda’s record-breaking musical, Hamilton: An American Musical, has not only electrified theater stages in New York and Chicago, but has reinvigorated an interest in American history and Alexander Hamilton, himself.

I had the good fortune of attending a recent Chicago performance of Hamilton and I couldn’t help but take note of the many valuable lessons I came away with after hearing and seeing Alexander Hamilton’s story and that of our Founding Fathers’ brought to life. What was clear to me is that no matter your political point of view or background, you have the ability to change history – now – and leave behind a legacy for future generations to build upon.

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Overcoming Your Fear of Big Data

We’ve all heard the wisdom that “data is nothing unless it can be turned into information”.  The amount of data available to us is growing exponentially – from more sources than ever before and at greater speed than ever imagined.  Yet it takes more than business intelligence software or a team of data scientists to solve the data puzzle.  So, the question remains, now that there is “big data” how do we turn it into “big information”?

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