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!
Our Contact Center Solutions Improve Customer Service, Reduce Costs and Optimize Operations.
More than ever, companies are looking for ways to optimize Contact Center operations by providing excellent omni-channel customer service at reduced price points. Inefficiencies in Contact Center operations lead to customers having to make multiple contacts to resolve their issues. This results in increased staffing needs, service deficits, operations running over budget and difficulty meeting customer demand.
The Northridge Group offers Contact Center Optimization services that will allow you to:
- Better meet the needs of your customer base through an omnichannel strategy that allows customers to use their channel of choice and eliminates the need for customers to repeat their issues on alternate channels.
- Identify, implement and improve of self-service capabilities
- Increase First Contact Resolution (FCR)
- Improve Customer Experience
- Operate at a lower “Cost to Serve” while optimizing productivity and increasing efficiency
- Eliminate idle time by automating back-office operations
Current State Assessment
It is essential to understand your current operations clearly to achieve operational effectiveness, so our team of experts will begin with an assessment of your current operations. Based on the current state assessment, our recommendations for improvement may include improvements such as digitization/automation, back-office efficiencies and technology enablement. If necessary, we can help you design a Business Process Outsourcing (BPO) solution tailored specifically for your needs.
State of Customer Service Experience 2020-2021
In today’s marketplace, reducing customer effort is one of the most effective ways to drive growth and ensure loyalty. The COVID-19 pandemic intensified the need for companies to make the customer experience as effortless as possible. Online shopping and digital tools have become the ”new normal” and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquiries has never been greater. The challenges this digital transformation presents for companies will continue post-pandemic, yet most companies are not adequately prepared.
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Additional Contact Center Management Services
Let’s Talk About Your Organization
At The Northridge Group, we specialize in Contact Center solutions that will enable you to improve customer service, reduce costs and optimize your operations.