Northridge Provides Business Insights through Multi-Channel Quality Monitoring for a Fortune 500 Technology Enterprise
A Fortune 500 technology enterprise engaged Northridge to provide quality monitoring on multiple channels to provide actionable recommendations to increase customer satisfaction and improve efficiencies.
The enterprise experienced several challenges within customer correspondence, including template-based responses that failed to provide either an empathetic tone or a knowledgeable response. Not only were customers dissatisfied with their experience, but the cost to serve was excessive because more than one channel was required to solve customer issues.
As a result of Northridge’s on-going quality monitoring of multiple contact channels to provide business insights results in a 12-point improvement in customer experience performance.
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