Transforming Your Business By Analyzing All Datasets
The Northridge Group has helped Fortune 50 and mid-market organizations with the integration and analysis of multiple data sources to drive insights from Voice of the Customer programs, omni-channel interactions, as well as operational and performance data to enable the identification of upstream business process redesign opportunities.
Deeper Analytics for More Powerful Insights
The following are three critical data sources we help our clients analyze to create a rich and comprehensive view of customer needs and wants, influencing market forces and trends, and the impact of operational and performance metrics.
Unstructured Voice of the Customer Data
Includes the traditional channels of calls, email, chat/web, and social media; as well as additional data sources such as CSR notes, surveys and data collected from virtual agents.
Structured Enterprise Data
Includes data sourced from product profiles, CRM/ERP data, operational data, customer demographics, account rep information, metrics & scorecards and partner companies.
Market Benchmarking Data
Includes customer data that organizations can pull in to get a market-based reference for making decisions such as economic growth/GDP, disposable income, customer growth, customer preferences, raw material prices, technological advancements, and government regulation.
Better Decisions Yield Better Results
When data sources are analyzed holistically, the insights provide organizations with greater possibilities to make better, more informed decisions.
The Northridge Group has the tools, expertise, skill-sets and analytical capabilities that uniquely qualify us to help clients optimally process their data sources to extract customer and business insights that fuel upstream process improvements.
Examples of Business Process Improvements include:
- Redesign customer communications to be clear and easier to understand
- Leverage complaint data to prioritize systemic business process improvements
- Identify company policies that drive non-value calls and back-office rework
- Regularly review transfer data to drive IVR and routing improvements
- Analyze unstructured data to identify new product or service opportunities
Fortune 100 Organization Leverages Quality Monitoring and Business Process Improvements to Increase Customer Loyalty and Revenues
A world leader in travel services uses both quality monitoring and business process tracking to measure and improve their customer experience. The company engaged Northridge to analyze both quantitative and qualitative datasets to identify process and agent performance improvement opportunities. Specific behavioral recommendations, correlational analyses, and targeted coaching enabled the team to prioritize and select key strategies and improvement opportunities to drive quantitative business results.
This resulted in improved agent performance and a 9-basis point increase in customer loyalty within one year.
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.
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.
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