Contact Center Management
Customer Experience Consulting
Customer Service Experience Solutions to Improve the User Journey at Every Touchpoint
JUST RELEASED!
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.
Our Approach
Attract New Customers and Create Long Term Value and Loyalty
In an era of unparalleled choice and endless communication options, customer loyalty can’t be taken for granted. It has to be earned, day by day, interaction by interaction, and within every channel.
At The Northridge Group, we’ll help you create a Customer Experience that is exemplary, seamless and effortless while enhancing omni-channel processes to better manage your customer’s end-to-end journey.
Our Customer Experience Consulting Methodology
Our methodology is designed to help you maximize the value of every customer interaction and leverage diverse touch points for comprehensive, cross-functional insights and process improvements. We help you…
Define
processes from your customer’s view point
Identify
cross-functional enablers required to fulfill business and customer objectives
Design
multi-channel processes, systems and operational support to meet the vision
Enable
visibility and accountability through metrics and scorecards
Deliver
results as a prioritized part of your culture
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
The Importance of Quality Monitoring for Government Agency Contact Centers
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.
The Crucial Connection Between CX Tech & Training
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.
Proper Contact Center Training Benefits Employee Experience
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...
Additional Customer Experience Services
Our Team is Built to Improve Your Customer Experience
At The Northridge Group, we bring decades of experience and a truly collaborative effort to every one of our client projects.
