The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!
The first step in improving Contact Center performance is determining what issues need to be resolved.
What are the root causes of inconsistent business results or customer dissatisfaction with the Contact Center experience? What is causing high customer churn and low renewal/retention rates? Why are operations costs escalating? What is causing high employee attrition and low employee morale? The answers are often not immediately apparent.
The Northridge Group provides clients with assessments that uncover the root causes of problems.
Our comprehensive end-to-end assessments of current Contact Center operations and/or Customer Experience are designed to identify opportunities to achieve desired experience. We use the results of these assessments to develop detailed recommendations for improvement. Depending upon client need, our assessments may cover core processes, business and customer results, operational results and metrics, customer experience/engagement and technology, as well as human capital issues such as hiring/recruiting, Workforce Management (WFM), training and quality.
The Northridge Group will assess your Contact Center’s challenges and devise a strategy to help it flourish.
Assessing your Contact Center and customer care processes is the first step to developing a strategy for optimizing your operations and/or improving Customer Experience. We will use our assessment of the current state of your Contact Center and/or customer experience to help define the optimal future state strategy and develop a roadmap to help your business achieve the following goals:
Improve Customer Experience and engagement
Drive operational results and metrics
Optimize Workforce Management (WFM)
Enhance technology, training and quality
Streamline recruiting, hiring and training
Assessment for Nonprofit Leads to Roadmap for Development of Contact Center Capabilities
A nonprofit focused on providing housing services to homeless and at-risk citizens engaged Northridge to improve Contact Center operations by providing Contact Center subject matter expertise for the development of the team organizational structure, workforce planning insights, technology solutions and a work location model for associates.
Hidden Savings Opportunities for Healthcare Contact Centers
Contact centers represent an essential arm of the healthcare industry. When patients have questions or concerns regarding their billing and other logistical issues, they need to be able to seek the answers they need without tying up the resources of their physician’s...
Improve Medicare Star Rating Numbers by Teaching Kindness
Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star...
The Impact of ChatGPT on Contact Center Performance
ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. The $10 billion investment...
Additional Contact Center Management Services
Let’s Talk About Your Organization
Successful operations and customer service are essential for ensuring customer satisfaction and Contact Center success. But optimizing your operations and providing an exceptional Customer Experience can be challenging without deep insight into your Contact Center’s current operational shortcomings. We will partner with your business to determine the root causes of any Contact Center issues and develop a roadmap for success.