The Northridge Group

Contact Center Technology

Harness the technology power you need for optimum efficiency and CX.

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With more than 20 years of hands-on experience in the Contact Center space, we know every center is different—the needs, demands, culture, and technology. That’s why we never apply a ‘one-size-fits-all ‘solution. Every technology assessment we perform is fully customized to your organization.

Customer Experience (CX) is King

We help our customers understand how different technology solutions can add value to their contact center and help make recommendations on the right solution that will increase sales, boost efficiency, and ultimately drive high Customer Experience numbers. 

In Today’s contact center, there are more technology options available than ever- chat, co-browse, video, text, proactive outbound, social, IVR, AI and more.  Our recommendations come from an in-depth assessment of your current platforms to understand your needs, while bringing to the table deep knowledge of the technology options out there right now and their current capabilities versus roadmaps and future capabilities that they are talking about now.  If you have questions about your contact center’s technology, contact us today.

A brief conversation could be the beginning of a long, successful relationship.
Customer Experience is King
Areas of Investment

A recent NRG Survey revealed that 60% of executives prioritized AI and automation for investment while training and coaching came in a distant second at 27%.

The NRG Contact Center Technology Assessment

Do you need a full assessment of your current technology platforms to gain a better understanding of what’s working, what isn’t, and what is out there you need?

We provide businesses with the tools they need to make informed decisions. Once our assessment is complete, our expert team will work with you to create a custom solution that fits your needs, and our use of state-of-the-art technology guarantees that you’ll be able to access your data whenever and wherever you need it.

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assessment for technology
assessment for technology

Employee Training

Every organization employs the People, Process, and Technology triangle. Through our years of experience, we know that when a company experiences issues, it’s usually because there’s an imbalance in the three. For instance, in a recent NRG survey, it was revealed that 60% of executives prioritized AI and automation for investment while training and coaching came in a distant second at 27%. Companies who do not train their employees in new technologies will experience greater employment dissatisfaction, higher attrition, and low CX scores.

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Did you know…

According to a study completed by McKinsey, on average, large IT projects run 45% over budget and 7% over time, while delivering 56% less value than predicted. In fact, the sentiment of the study was that large IT efforts can put a whole organization in jeopardy because they often cost more than planned and don’t fully capture the change management requirements. The companies that achieve success are the ones that understand how to align the technology to the business value and bring its employees along throughout the process with training and change management.

Source: Delivering large-scale IT projects on time, on budget, and on value | McKinsey

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