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
Empowering Employee Experience in the AI-Driven Contact Center: A Strategic Guide for Executives
The contact center industry is at a crossroads. According to a 2024 Market Study on AI and contact centers,“there is no shortage of optimism regarding the transformative potential of generative AI. 81% of contact center leaders expect technology to make an impact.”*...
5 Good Coaching Frameworks to Drive Better Employee Engagement
In the fast-paced, customer-centric world of contact centers, a key driver of success is employee engagement. Engaged employees are more productive, provide better customer service, and are less likely to leave their jobs. Creating employee engagement has changed...
Unlocking Efficiency and Excellence: The Benefits of Agent Assist in Contact Centers
As we continue to delve into the subject of Employee Experience, we explore the benefits of Agent Assist and how this technology can increase employee satisfaction, reducing burnout and churn, while creating happy, brand-loyal customers. Unlocking Efficiency...
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.
