A world leader in travel services uses both quality monitoring and business process tracking to measure and improve their customer experience. The company engaged Northridge to analyze both quantitative and qualitative information to identify process and agent performance improvement opportunities. Specific behavioral recommendations, qualitative and quantitative information, and coaching led to an increase in both agent performance and, ultimately, customer loyalty.
A correlation analysis of quality monitoring scores to customer loyalty scores enabled the team to prioritize and select key strategies and improvement opportunities to drive quantitative business results. Upon the implementation of our initial recommendations, the client realized an improvement in customer loyalty scores and continues to expand this program based on the results.
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