Knowledgeable Employees Drive New Sales Opportunities!
Contact Center associates need knowledge of current, accurate corporate talking points to do their jobs effectively. Too often, employees do not have access to a central source of truth for their organization’s processes, procedures and product information or don’t know which sources of information can be trusted for accuracy.
Information updates happen frequently, and associates need access to the latest and best information to serve customers. Knowledge sharing is critical. Knowledge Management Systems (KMS), platforms which store and retrieve knowledge to improve employees’ knowledge and understanding, are essential tools for Contact Centers. When associates have access to solid KMS tools, they can access needed information more efficiently and completely. The need for them to know all the answers to potential questions can be eliminated as long as they understand how to find the answers and share them with customers.
Our Approach
Upsells are easier with a KMS working transparently behind the scenes.
The Northridge Group helps clients build and use knowledge management systems to improve their employees’ ability to assist customers. Enlightened companies consider each call they receive from a customer an opportunity to engage with and educate the customer on their products and services.
When a customer calls an insurance company with an auto insurance question, a KMS can alert the associate that this customer may be interested in a discount on homeowner’s insurance. By answering a customer’s question then following up with unsolicited information about additional products or services, an informed associate can often make a successful upsell.
Our Approach
Contact Centers face many challenges in today’s fast-paced business environment.
To operate effectively and deliver appropriate customer service, associates need access to the most up-to-date information. The Northridge Group helps clients build and improve effective Knowledge Management Systems (KMS), leading to overall Contact Center efficiency, improved First Contact Resolution (FCR), increased customer satisfaction and incremental sales.
Northridge Success
Contact Center Supervisor Coaching Program Resulted in Transformational Customer Experience Improvement
Northridge provided a coaching development program for supervisors in a Fortune 100 Contact Center. The goal of the program was to drive transformational results in an accelerated time frame. Northridge partnered with the supervisors of five teams over a six-week period to enhance their coaching skills and focus to achieve this aim.
Northridge Perspectives
Improving Customer Experience by Empowering A Compassionate Workforce
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort a customer, who calls in with an issue, a compassionate associate will not only offer comfort but go...
Best Practices of Great Coaches
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their...
“Digital First” and Transforming the Contact Center Associate’s Role
One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here,...
Additional Contact Center Management Services
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you achieve your goals.
