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.
The Northridge Group is a leading provider of Contact Center Technology.
We offer a variety of technology solutions that can help your business improve customer service, increase sales and boost efficiency. We understand the value of all technology currently in use in today’s Contact Centers (chat, co-browse, video, text, proactive outbound, social media and much more). We support cloud, on-premise and hybrid Contact Centers. Our solutions are easy to implement and come with all the features you need to optimize the technology in your Contact Center.
Vendor selection (RFP/RFI)
Conversational AI, digital adoption platforms, interaction analytics, proactive outbound technology
Call routing and IVR
Contact Center migration
Strengthen Customer Service and Inside Sales Effectiveness to Enable Scale and Growth
Northridge partnered with a leading Private Equity firm to provide operational due diligence for a growing home security company’s Contact Center to gain an understanding of the company’s operational challenges and investments required for growth strategy.
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.
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...
This article was originally published on Contact Center Pipeline and can be viewed here. Will, and How, This New Technology Model Help Contact Centers? For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3,...