Turning Brand Agnostic Consumers into Longtime Loyal Customers
Distinguishing yourself from competitors is less about products and services and more about creating a stellar customer experience that turns brand agnostic consumers into longtime loyal customers. Great customer experience starts with designing and employing a customer service team that provides seamless, effortless and personalized customer assistance; but oftentimes, companies rely on chance rather than strategy to make this happen.
Workforce Management: From Data to Action
At The Northridge Group, we help clients utilize data analytics to predict needs and customize strategies that are built for change. Our Workforce Management experts evaluate and recommend capacity planning and scheduling strategies to optimize our clients’ workforces and cut their costs.
Our Workforce Management Solutions include:
Scheduling and Forecasting
Calculating contact center volumes to ensure the right amount of agents and the best agents are available at the appropriate times to handle complex or high volume issues
Contact Center Consolidation
Ensuring continuity and efficiency across all operating contact centers to fit the demands of consumers
Optimization of Outsourced Centers
Monitoring and managing offshore centers to provide consistent best in class service
Data-Based Contact Center & Customer Insights
Understanding the motivations of customers in need of assistance, identifying pain points, and offering time-saving, helpful solutions
Ensuring specific reactive measures are established and management is prepared to maintain peak performance when unexpected changes occur
Utilizing Data Insights
By leveraging data insights from your contact centers and customers, Northridge can identify issues plaguing your customer experience and prepare your workforce with the tools, expertise, and management to address them while reducing costs.
Optimizing your contact center efficiency with Workforce Management solutions can contribute to the overall success of your organization, differentiating you from your competitors and building a long-term, loyal following with your customers.
Northridge’s Contact Center Management Solutions
In today’s highly competitive marketplace, customer satisfaction is the ultimate measure of your company’s success. Our Contact Center Management consulting services deliver improved operational performance and increased revenue by optimizing the customer experience, leveraging contact center interactions to build lifelong brand advocates and marketplace differentiation.