Data & Analytics
Competitive Benchmarking
Gain Data Insights through Competitive Benchmarking
JUST RELEASED!
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.
Our Approach
Providing seamless and innovative Customer Experiences that favorably compare to your competition can seem like a daunting task.
Stay ahead of the curve by ensuring you have the right data and analytics in place to measure your performance versus the competition.
Northridge works with organizations to extract data and unearth valuable insights, enabling their leaders to make smart decisions that positively impact their customers and their bottom lines.
Measuring Competitor Performance
Our Competitive Benchmarking services utilize data analytics to compare an organization’s performance to that of its competitors. The resulting insights drive operational and marketing adjustments that improve customer acquisition, retention, and product development initiatives.
Our Competitive Benchmarking services focus on data first and include a variety of methods of data point collection:
Design
research and administration analytics
Customer Experience research tactics
(surveys, mystery shopping, interviews, focus-groups, speech and text analytics)
CX
UI, and performance metrics
Northridge Insights
Leveraging Data to Mine Insights and Deliver Value
In this article, The Northridge Group presents a four-part framework that educates business leaders on how to turn structured and unstructured data into meaningful insights that inform decisions, drive actions, and result in measurable business outcomes.
Northridge Perspectives
The Importance of Quality Monitoring for Government Agency Contact Centers
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.
The Crucial Connection Between CX Tech & Training
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.
A 4-Part Process to Achieving Optimal Network Connectivity & Cost Efficiency for Telecom Carriers and Businesses
In today's business landscape, reliable network connectivity is essential for seamless operations and effective communication. This burdens both telecommunications carriers and businesses by requiring them to carefully balance network performance and cost efficiency...
Additional Data & Analytics Services
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you achieve your goals.
