Employees are the cornerstone of delivering an excellent customer experience and building a contact center that operates efficiently. How can you ensure that from the first day of recruiting a new employee, through their career path with the company, and every coaching session, that you are effectively managing their performance in a way that creates an excellent experience for them, and stronger results for you?
Our approach is to dive deep into your human capital framework and assess the processes and systems that support the employee from recruitment all the way through their journey with the company. We believe that a key to success is looking at the quantitative data like employee surveys, coaching and quality scores etc. while overlaying that with qualitative data gleaned through focus groups, interviews, agent side by sides, and observations. Our assessments provide actionable recommendations that can not only improve the employee experience, but simultaneously improve the operations and results of your contact center.
Here are some areas we look at when identifying areas of pain with employee experience:
Knowledge & Expertise
Do they possess a deep understanding of the products and services offered, allowing them to provide accurate and helpful information to customers.
Quality & Consistency of Service
Happy and motivated employees are more likely to go the extra mile to solve customer problems, providing higher quality of service, building loyal customers.
Lower Attrition Rates
Employees with longer tenure possess greater knowledge and experience. This can lead to better customer satisfaction as well as cost savings in training new employees.
If employees feel empowered to make decisions that can benefit the customer, this leads to excellent employee experience and enhanced customer satisfaction.
Stress & Burnout
It’s no secret that contact centers can be high stress environments. Stressed employees are less patient and empathetic, which can negatively affect their interactions with customers.
The level of satisfaction an employee has with their job can reflect in the way they talk about the company and its products/services, directly influencing customer perceptions.
Opportunities for Growth & Career Paths
When agents have opportunities for growth and a path to a long career, they are likely to stay and provide their best work, improving attrition.
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
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 (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.
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.
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.
Talk With Our Northridge Experts
Senior Project Lead
Senior Project Lead
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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.