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!
Government organizations are under pressure to dramatically reduce costs while continuing to deliver critical services to constituents.
With tight oversight and competing interests, encouraging innovation and corralling stakeholder support are often difficult, but necessary, tasks.
Our Approach & Value
Our firm has built its reputation on assisting government clients with Contact Center, Customer Experience and Employee Experience management solutions that are driven by deep data analytics, key business insights and operational expertise.
Additionally, we manage a wide range of regulatory compliance requirements using an efficient and integrated approach to mitigate risk. Our extensive experience working with government agencies gives us a deep understanding of their unique operating procedures and workplace guidelines. We leverage our extensive private-sector experience and a holistic view of people, process and technology to help local, state and federal agencies decrease operational expenses, optimize call quality and improve Customer Experience so teams can remain focused on serving the public interest.
Large Federal Agency Requires World-Class Contact Center to Support over 20M Annual Calls
A large federal department seeks to provide world-class service in their contact center with the goal of improving the efficiency and quality of service offered. To reach its goal, the client required an evaluation of a strategic path for the contact center services that would best position the client for scalability, flexibility, and portability to handle over 20M interactions each year.
A Tailored Consulting Approach for Every Service
At The Northridge Group, we offer solutions to your most complex business challenges. With a robust suite of management consulting services, we can help you in any or all of the following areas: