The Northridge Group
Digital Experience
Learn why we are the only business consulting group to choose when creating better Contact Centers.
Technology – specifically AI – continues to evolve and transform the way we work and communicate, allowing contact centers to create streamlined processes for higher satisfaction in both employees and customers. And while technology is built for the masses, we know that every business, every contact center is unique, requiring specific tools to make them run successfully. That’s why every digital experience must speak to both internal and external users.
Our Digital Experience Process
What happens when the right platforms have been purchased but never fully implemented? Or worse yet, never purchased to begin with? The goal of many tech companies is to simply sell their product. If they’re not fully utilized, it’s your problem to bear, which means your ROI is MIA. Throughout our years as consultants, we know that while these situations are common, they are fixable.
The specialists at NRG are adept at assessing your current platforms and the processes in their native habitat, identifying areas for improvement, or needed additions.
Assessment
Identifying underperforming platforms and develop solution strategy with KPI’s.
Stakeholder Engagement
Engage with all stakeholders, including management, IT staff, call center agents, and even customers (for feedback) to understand their needs and concerns. This helps in choosing a solution that benefits everyone.
Research and Sourcing
Identify and source technology tools needed for greater performance.
Implementation Strategy
Develop a detailed implementation plan. This includes timelines, resource allocation, integration with existing systems, and a contingency plan in case of unforeseen issues.
Change Management
Prepare for and manage the change process. This includes communicating the benefits of the new technology to the team, addressing resistance, and maintaining a positive attitude towards change.
Training & Support
Create employee training and knowledge modules for higher adoption and use.
Monitor and Evaluate
Once implemented, continuously monitor the technology’s performance against the set objectives. Collect feedback from users and adjust as needed.
Scale and Optimize
After successful initial implementation and once users are comfortable, scale the technology to its full extent. Continue to optimize its use over time, adapting to changes in business needs and technological advancements.
Companies That Trust Northridge
Click here to read client case studies where Northridge was able to identify problems and create strategies that allowed them to initiate change for optimium success.
The Northridge Four
Our four key focus areas to bring about change and drive success
Employee Experience
Through assessment of your current training, coaching and knowledge management processes, we can identify areas of improvement and build actionable plans to build a positive employee experience, empowering them, creating a dynamic culture of success.
Customer Experience
Customer Experience (CX) encompasses every touchpoint and interaction a customer has with a business. When it’s negative, it acts as a bellwether to the rest the rest of the company, signaling that something is broken. We work to identify the broken and build actionable strategies for repair.
Digital Experience
We work to help organizations fully utilize their current tools while acquiring and implementing new ones, like Artificial Intelligence, needed for optimum effectiveness, creating the best holistically digital experience for both internal users and customers.
Operational Excellence
To reach excellence in your operations means everything works in unison – a pull to a push, like an engine. We look at the total operation, breaking it into pieces and assessing each one, building a strategy toward maximum efficiencies, greater ROI, and higher revenue.
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At Northridge, we are invested in the success of every customer. That’s why we are constantly seeking data and tools to best serve you, your organization, and your customers.
