End-to-End Assessment Results in Measurable Efficiency Gains and Cost Reductions for Leading Technology Trade Association
A leading technology trade association engaged Northridge to provide an objective, end-to-end assessment and improvement recommendations for its members' and business partners' experience and business performance. Northridge took a holistic approach to evaluate their customer experience against best practices through data analytics and a detailed business process review.
As a result of this collaborative effort, Northridge identified opportunities to significantly streamline their business processes, improve their outsource vendor performance, and improve their use of contact center technology. The combined effort resulted in a significant improvement in their customer experience.
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