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.
Understanding the Customer Experience
Customers experience your brand through a variety of channels. Visibility into the customer journey can be empowering for an organization. Connecting the dots between the business and the customer maximizes data utility and leads to actionable insights that promote a consistent Customer Experience while strengthening brand loyalty.
Customer Churn Analytics
Brands must expend significant effort to gain and retain their customers. The Northridge Group collaborates with your organization to provide a holistic view of your Customer Experience through data collection and curation, data analytics and visualization and objective storytelling. Real-time, dynamic feedback uncovers obstacles and drives adaptive solutions, informing decisions and predictions to reduce customer churn and create a positive brand experience.
Leveraging Data to Mine Insights and Deliver Value
In this article, The Northridge Group presents a four-part framework that educates business leaders on how to turn structured and unstructured data into meaningful insights that inform decisions, drive actions and result in measurable business outcomes.
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.
A 4-Part Process to Achieving Optimal Network Connectivity & Cost Efficiency for Telecom Carriers and Businesses
In today's business landscape, reliable network connectivity is essential for seamless operations and effective communication. This burdens both telecommunications carriers and businesses by requiring them to carefully balance network performance and cost efficiency...