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 Approach
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.
Our Approach
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.
Our Solutions
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:
- Scalability
- Speech analytics
- Business intelligence reporting
- Secure technology infrastructure
- Integrated data analytics
Northridge Success
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
Experienced Team
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.
Monitoring Sophistication
An omni-channel quality monitoring solution, allowing evaluation of calls, email, chat and social media channels.
Actionable Insights
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
Northridge Perspectives
Five Steps for an Effective Quality Monitoring Program
Call centers have come a long way since the 1950s when housewives became the first telemarketers by selling home-baked goods over the phone. Today, customers connect with call center agents via voice, chat, text, email, and even video communication platforms like...
Quality Monitoring: From Business Insights to Business Impact
Contact center quality monitoring programs aim to capture a 360-degree holistic view of an omni-channel customer journey, focused on the Voice of the Customer and agent behaviors that impact customer experience. The purpose of that exercise is to glean meaningful,...
Empathy and the Customer Experience
Are your customer service agents offering empathy during the Global Health Crisis? Sympathy and empathy are behaviors that are often used interchangeably although they are quite different. While sympathy is feeling “for” a person, empathy is feeling “with” a person....
Our Services
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.
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.
