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Quality Monitoring Success Stories

Learn How Northridge Can Help You Achieve Measurable Improvements in Your Organization

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The Northridge Group has been helping clients like you succeed for over 20 years.

Check out our Quality Monitoring success stories for an in-depth look at our services and approach.

Ongoing Quality Monitoring and Outsourcer Ramp-Up Results in 11%-Point QM Score Improvement
Ongoing Quality Monitoring and Outsourcer Ramp-Up Results in 11%-Point QM Score Improvement
Quality Monitoring Assessment for Large Government Agency Identifies Needed Knowledge Management and Coaching Improvements
Quality Monitoring Assessment for Large Government Agency Identifies Needed Knowledge Management and Coaching Improvements
Customer Journey Mapping Provided Deep Insights on Performance and Opportunities for Improvement
Customer Journey Mapping Provided Deep Insights on Performance and Opportunities for Improvement
Frontline Agent Training, Vendor Management, Business Process Improvements and Interactive Dashboarding Drive Improved CX
Frontline Agent Training, Vendor Management, Business Process Improvements and Interactive Dashboarding Drive Improved CX
Retail Firm Realizes Annualized Savings of Over $3M and Improves NPS by 20 percentage points with Operations Redesign
Retail Firm Realizes Annualized Savings of Over $3M and Improves NPS by 20 percentage points with Operations Redesign
Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider
Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider
Quality Monitoring Results in 5% Point Reduction in Customer Complaints
Quality Monitoring Results in 5% Point Reduction in Customer Complaints
Redesign of Quality Program Leads to Improved Customer Experience
Redesign of Quality Program Leads to Improved Customer Experience
Quality Monitoring Improvements Lead to Gains in Agent Performance
Quality Monitoring Improvements Lead to Gains in Agent Performance
Quality Monitoring and Vendor Management Yield Major Improvement in CX
Quality Monitoring and Vendor Management Yield Major Improvement in CX
Northridge Coaching Program Improves Quality Acceptance Rate
Northridge Coaching Program Improves Quality Acceptance Rate
Inside Sales Call Center Transformation Results in 300% Revenue Growth
Inside Sales Call Center Transformation Results in 300% Revenue Growth
Quality Monitoring Increases Customer Loyalty and Revenue
Quality Monitoring Increases Customer Loyalty and Revenue
Driving a Differentiated Customer Experience for Healthcare Organization
Driving a Differentiated Customer Experience for Healthcare Organization
Customer Complaint Program Analysis Identifies Areas to Mitigate Risk
Customer Complaint Program Analysis Identifies Areas to Mitigate Risk
Quality Monitoring Results in 12-Point Improvement in CX Performance
Quality Monitoring Results in 12-Point Improvement in CX Performance
Strategic Planning Required for a Successful Contact Center Platform Migration
Strategic Planning Required for a Successful Contact Center Platform Migration
Streamlining Service Technician Call Inquiries Produces $9M in Savings
Streamlining Service Technician Call Inquiries Produces $9M in Savings
NRG Assists in Improved Customer Loyalty through Business Insights
NRG Assists in Improved Customer Loyalty through Business Insights
Compliance Monitoring Allows Firm to Achieve 16% Improvement
Compliance Monitoring Allows Firm to Achieve 16% Improvement
Redesign of Agent Evaluation Program and QM Yields Measurable Results
Redesign of Agent Evaluation Program and QM Yields Measurable Results
Mystery Shopping Reduces Potential Compliance Violations by 70%
Mystery Shopping Reduces Potential Compliance Violations by 70%
36% Improvement in Post-Sales Process Issues Drives Revenue Generation
36% Improvement in Post-Sales Process Issues Drives Revenue Generation
Optimization of Voice Response Menu Drives Improved CX
Optimization of Voice Response Menu Drives Improved CX

Additional Quality Monitoring Services

Voice of the Customer

Contact Center Compliance Monitoring

 

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Contact Center Speech Analytics

 

Customer Churn Analytics

Omnichannel Quality Monitoring

Quality Program Assessment & Redesign

Employee Training & Coaching Assessment

Employee Knowledge Management

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.

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