Our Approach
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.
Our Approach
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
Our Approach
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.
Northridge Insights
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.
Northridge Perspectives
Using Data Analytics to Improve First Contact Resolution in Healthcare Contact Centers
In our previous post, we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. The benefits of data...
Harnessing the Power of Data to Improve First Contact Resolution
It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. When this problematic scenario begins playing out with an increasing number of customers, quick action is...
Improving Customer Experience by Empowering A Compassionate Workforce
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort a customer, who calls in with an issue, a compassionate associate will not only offer comfort but go...
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.
