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.
Behavioral, speech and text analytics solutions have dramatically transformed quality management programs and are critical tools for taking Contact Center monitoring standards to the next level.
Together, they have great potential to quickly and seamlessly identify major pain points, drivers of effort, challenges faced when contacting customer service and other Customer Experience issues. Our approach begins with taking the data in at a glance and prioritizing deeper analyses that allows the data to become more detailed and curated to glean the most insights.
How We Provide Value
Our state-of-the-art behavioral and speech analytics solutions have the power to ingest and analyze large volumes of data through an omni-channel lens to identify, quantify and prioritize the macro-level issues that impact Customer Experience and operational efficiency. Our capability extends to transcribing calls and integrating other data sources like chat, email and customer and product information to unleash powerful insights that can be mined in multiple ways. Once the problem areas have been identified, we use human-assisted monitoring to listen to a statistically valid sampling of calls to gather more information regarding specific drivers of issues, root causes and interdependencies.
With this deep understanding of the problem, impact and root causes, our quality team is well-positioned to share potential solutions and recommendations with our clients’ Contact Center and business leadership teams. Utilizing a closed-loop communication process, our quality team can also go back to listen to a sampling of those targeted call types or processes after the improvements have been made to confirm that specific improvements and benefits have been realized.
Speech Analytics & Human Listening
To fully leverage the value created by behavioral and speech analytics tools, Northridge uses them in tandem with our human-assisted quality monitoring programs.
This combined approach allows us to identify customer pain points, drivers of repeat calls and opportunities to resolve issues in each customer’s channel of choice, achieving improved Customer Experience and a dramatic reduction in operational costs.
How do we integrate the power of speech analytics with human-assisted quality monitoring programs?
Analytics Powered Platform
We leverage an advanced behavioral and speech analytics platform that helps clients improve Customer Experience, sales conversion, agent performance, product intelligence, marketing effectiveness and compliance.
We score interactions on Customer Experience and agent performance using our platform’s highly sophisticated, proprietary algorithms that enable us to zero in on interactions with extremely positive and negative ratings.
Root Cause Analysis
We utilize a research-backed insight library to diagnose the root cause of good and bad Customer Experience and agent performance.
We create custom insight categories to make it easy for clients to mine insights unique to their business.
Insight to Action
We have the deep data science and Customer Experience expertise required to help clients uncover, interpret and take action on the most important insights.
We provide change management processes and practices to help clients navigate the internal complexities of enacting change based on insights.
Our platform makes it easy for clients to share insights with other systems such as CRMs, CX platforms and BI tools, enabling automated actions based on correlated datasets.
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.
To increase customer retention rates and reduce churn, you can transform your call center into a loyalty center. Use these four tactics to improve brand loyalty.
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.
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Additional Quality Monitoring Services
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Northridge’s solutions combine a powerful conversation analytics platform with deep Contact Center and customer consulting expertise to deliver unparalleled value to clients.