The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!
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.
The healthcare industry stands on the precipice of change, facing a series of interconnected challenges that strain the entire healthcare system. These existential pressures include: Rising rates of chronic/co-morbid conditions Resource constraints including clinical...
Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs down. To overcome this challenge, telecom...
Data is everywhere. In today’s age it is now possible to collect charts and graphs and metrics for almost everything we do. But what happens when a complex institution is pulling data from multiple, unrelated sources and needs to get clear, simple direction from that...