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.
Do you need help identifying your workforce management shortcomings?
- Why are desired service levels out of reach?
- When should more people be hired and how many?
- What is the most optimal way to staff to meet peak demands throughout the day?
- Are the tools and processes used in line with industry best practices?
Successfully achieving performance targets requires accurate planning and execution.
The Northridge Group offers Workforce Management Assessments to help identify our clients’ Workforce Management needs.
Our comprehensive end-to-end assessments of current state Workforce Management are designed to outline where the organization stands compared to industry best practices. Detailed recommendations are provided for the key areas of Workforce Management related to people, process, and technology.
Our Workforce Assessments provide comprehensive feedback that is useful for:
- Long-term and short-term forecasting
- Real-time intraday management
- Managing WFM core processes and tools
- Measuring and achieving business results and metrics
- Improving WFM organization effectiveness
Our Workforce Management Assessments help Contact Center leaders address a variety of challenges, including:
Anticipating staffing needs and strategizing to meet them
Rising cost per contact
Transformation from a small contact center to support growth
Preparing for new legislation and regulations that impact contact center operations
Concerns regarding WFM metrics, best practices, calculations or standards
The need for help sizing or calculating ROI for initiatives or automation
Northridge Helps Large Credit Union Mitigate Risks and Reduce Costs with Data-Driven Workforce Management Models
Northridge was engaged by one of the nation’s largest credit unions to assess their current state customer service staffing and growth strategies to enable them to base future planning decisions on industry best practices. Northridge recommendations leveraged data-driven workforce management planning to mitigate performance risks and reduce the costs associated with contact center understaffing.
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.
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.
In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism...