Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.
More than ever, customers care about the level of service they receive from Contact Centers and quickly migrate away from brands that deliver substandard customer service experiences.
For many companies, internal Contact Center compliance monitoring efforts fail to generate lasting improvements, largely because in-house staff members lack the time and resources to evaluate customer needs, sales opportunities, and agent performance. Our team of experts offers the objectivity and expertise to glean honest, practical insights for your Contact Center management.
Our Contact Center Quality Monitoring Program
When you apply Northridge’s Contact Center compliance monitoring solutions, your organization can leverage a real-time focus group with thousands of data points streaming in on a regular basis. Through an in-depth understanding of your organization’s needs, Northridge can customize and create a program that will follow your customer’s journey, delivering improved Customer Experience and business performance.
Quality Monitoring for Business & Customer Insights
The Northridge Group is a U.S.-based, premier provider of third-party quality solutions and customer analytics for large and mid-sized organizations that envision their Contact Centers as integral parts of their revenue strategy and service delivery. Our team of experts offers the objectivity and expertise to evaluate agent performance and the voice of the customer through calls, email, chat and social media to ensure service excellence.
Featuring experienced professionals and best-in-class advanced analytics, our Contact Center compliance monitoring services successfully convert data-based insights into desired business outcomes, offering:
- Speech analytics
- Business intelligence reporting
- Secure technology infrastructure
- Integrated data analytics
36% Improvement in Post-Sales Process Issues Drives Revenue Forward for a Global Technology Firm
Northridge provides Quality Contact Monitoring (QCM) services for one of the largest U.S.-based technology firms. The firm required significant improvement in its post-sale customer satisfaction.
Northridge designed and implemented a program that identified and resolved issues during the sales process that created a poor post-sale Customer Experience.
Our Contact Center Quality Monitoring Best Practices
A highly-trained, U.S.-based call monitoring team comprised of behavioral psychologists and multilingual customer service professionals.
Program Design Knowledge
A three-point program design (vs. a checkbox approach), which provides deeper insight into changes in call quality and drives performance with tight correlation to critical KPIs.
An omni-channel quality monitoring solution, allowing evaluation of calls, email, chat and social media channels.
Actionable, business and behavioral-based insights that enable meaningful operational improvements and targeted coaching between supervisors and agents.
Advanced Analytics & Reporting
Robust, dynamic and drillable reporting using our business intelligence platform accessible through our self-service reporting portal, enabling transparency and real-time access to monitoring results.
Contact Center Quality Monitoring Meets Ever-Changing Business Needs
“We’ve been a client of NRG’s for nearly three years in the contact center customer experience management space and have found great value in the partnership. The team has a keen interest in continually making a positive impact on our business and has done so by sharing best practices, expertise, and insights that we have been able to act on through performance improvement initiatives. NRG’s ability to scale and flexibility has been a great asset to meet the ever-changing needs of our business.”
MANAGING DIRECTOR, QUALITY SERVICES, LEADING GLOBAL AIRLINE
Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.
How a robust QM program can remake the CX. This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and...
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. As such, they are often on the receiving end of...
Leverage the Voice of the Customer to Enhance Your Contact Center Operations
Explore our suite of services that help you identify customer journey metrics to understand and improve your organization.