Contact Center Management
Contact Center Performance Management
The Accurate Measurement of Key Metrics is Critical to Contact Center Performance
JUST RELEASED!
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 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
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.
Northridge Perspectives
Hidden Savings Opportunities for Healthcare Contact Centers
Contact centers represent an essential arm of the healthcare industry. When patients have questions or concerns regarding their billing and other logistical issues, they need to be able to seek the answers they need without tying up the resources of their physician’s...
Leverage Healthcare Technology to Enhance Patient Retention
If healthcare managers and small-to-medium-sized business (SMB) healthcare practitioners can agree on anything, it’s that acquiring new patients is both costly and challenging. Conversely, retaining existing patients is far more achievable and economically viable,...
Improve Medicare Star Rating Numbers by Teaching Kindness
Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star...
Additional Contact Center Management Services
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.
