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.
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.
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
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.
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.
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...