Contact Center Management

Contact Center Performance Management

The Accurate Measurement of Key Metrics is Critical to Contact Center Performance

Our Approach

Many organizations have limited access to performance metrics or are unaware of the best metrics to use to drive customer satisfaction and operational effectiveness.

Defining Key Performance Indicators (KPIs) is challenging yet critical. When KPIs are not measured and reported accurately, businesses can be negatively impacted.

Limited knowledge of Contact Center Metrics and best practices hinders the ability to make data-driven decisions and to improve customer engagement. Simple metrics have their place, but they don’t inform priorities or rewards, leaving organizations unsure of how their performance compares with their goals. And, if reporting is limited to the top unit level, it won’t provide visibility into the coaching that is needed to improve individual performance results.

Our Solutions

The Northridge Group helps clients manage and improve their Contact Center performance.

We provide holistic assessments of current performance as well as recommendations for defining the most relevant KPIs and implementing best practice strategies for the measurement and reporting of key metrics. Our performance enhancing approach includes:

Goal setting
Development of metrics
Best practices for reporting
Dashboard design
Source of truth documentation
Managing coaching cadence and strategy
Ensuring data hygiene

Contact Center Coaching to Improve Performance

The Northridge Group helps clients define the Contact Center metrics that will drive operational efficiencies and improve Customer Experience.

A clear understanding of the KPIs, metrics and best practices for reporting is vital to address Contact Center performance issues. A holistic view of staff performance allows Contact Centers to provide individualized coaching for associates. An accurate view of operational performance allows businesses to make data-based decisions that propel them forward. By helping our clients define and utilize the most relevant metrics, we help them ensure that the performance of their operations and staff is accurately measured and reported so they can manage, improve and optimize all aspects of their Contact Center operations.

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.

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Northridge Perspectives

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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...