Happy 4th of July

independence day

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Planning for a Successful Contact Center Platform Migration

Industry leading organizations usually have one common goal – to provide the best service experience to their customers. Technology is undoubtedly a critical component of delivering service excellence; however, technology that’s outdated or ineffective can oftentimes put a strain on operations and hinder customer experience goals. When contact center leaders seek solutions to improve service delivery, they might consider upgrading their contact management platform to include enhanced capabilities such as Courtesy Callback, presence management and Omni channel integration. A call center technology migration is a significant investment both financially and operationally, which is why strategic planning is imperative to consider all the many dependencies and impacts it will have on existing processes and operations.

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3 Best Practices for Big Data Security

Digital data is growing faster than ever before. In fact, it is estimated that by 2020 there will be 44 trillion gigabytes of digital data being created and copied on an annual basis. With the rise in data production and consumption, utilizing advanced data analytics is not just a competitive differentiator for companies anymore; it’s a crucial sign of an innovative and successful business.

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How to Enhance the Offshore Customer Experience

In a marketplace with shifting paradigms and evolving technologies, it’s easy for enterprises to lose focus on the value of the customer experience. However, success begins and ends with the customer. As more technologies emerge, customers expect to reach businesses from a variety of touch points.

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Happy Memorial Day From The Northridge Group

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Why Every Marketing Team Needs a Quality Monitoring Program

A critical success factor for any Marketing team is achieving a clear line of sight into customer needs and preferences, which gives businesses the ability to make proactive, informed business decisions. But with customer behaviors rapidly evolving, it’s important to continue asking those fundamental questions – Do I know my customer? Do I know what their problems or pain points are? Do I have a firm grasp of my buyer personas?  What’s often the case is that we may think we know the answers to these questions, but in reality, your customers’ problems, preferences and reasons for contact may have changed. So, what if you had a real-time data source that provided you the answers to these questions (plus a few others) and it came directly from your customers?  Sounds like a dream marketing tool.  The truth is, the dream can become a reality and it starts with your call center. Your call center serves as a critical touch point that creates and nurtures customer relationships with your brand. Tapping into those critical interactions through a quality monitoring program allows leaders at all levels of the organization in all departments, especially Marketing, to glean valuable customer insights. Let me explain.

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The Essence of Customer Experience

Customer expectations have become increasingly more demanding. Customers have a shortage of time, but no shortage of choices.  The stakes are high to win and retain customers, as well as ensure customers speak enthusiastically to others about the value received from their relationship with you.

Succeeding in the marketplace requires listening to the voice of your customers throughout the entire journey of that relationship.  This is the essence of understanding the customer experience.

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Business Insights: Building a Better Strategic Roadmap

If you listen closely, customers will let you know where the gaps are in their user experience with your service or product. These valuable customer insights are often captured in different ways — surveys, focus groups, in-person, calls, chat, email and from social media. The traditional means for capturing customer feedback all have merit. However, there is often an untapped source for gathering incredible business insights and that source lies within your organization’s Quality Monitoring programs.

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Call Center Best Practices

Imagine being at this critical contact center moment.

A customer calls the contact center, upset by a problem and looking for answers. The agent is trying to find the right solution, flipping from screen to screen and quickly trying to reconstruct the situation while reading notes from previous interactions. Looking for help from a colleague, the agent stands up to ask one of their teammates and no one is available. The agent then asks the supervisor, who informs the agent that he needs to transfer the call to another area.

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The Speed of Sales in a Digital World

Much has been written about digital transformation and its impacts – both on our personal lives and from a business perspective. The digital transformation has changed how we communicate, how we shop, how we manage our homes, how we get answers to our questions, how we analyze data, as well as how we perform work.

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