Consulting Services
Healthcare Contact Center Management
Contact Center Management, Because Patient and Member Satisfaction Counts
JUST RELEASED!
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.
Our Approach
The quality of your Patient and Member Experience is a differentiator in an increasingly competitive and value-driven field
With patient, member, provider, and sponsor expectations along with risk of negative social media mentions at an all-time high, Contact Center operations are taking center stage in the quest for exceptional service and access — creating a need for Contact Center leadership and management that is proactive, flexible, informed, and exceedingly patient-centric.
Our Approach
The Northridge Group specializes in the implementation of transformational change within the full range of our clients’ patient and member service operations.
We provide best-of-breed consulting to brands that recognize effective Contact Center Management as a hallmark of exceptional care. Our consulting model is highly collaborative and designed to maximize the value of customer Contact Centers, while balancing the demands of compliance, quality, inclusion, and compliance. The result is sensible and sustainable end-to-end, cross-functional process improvements.
Our Solutions
An Outside-In View
Approaching each project with an outside-in view, our team of proven experts enables your organization to realize best-in-class contact center operations. The breadth of recommendations span:
Capacity planning
Workforce optimization
Sourcing decisions
Queue strategy
Workflow design
Use of technology
Metrics
Performance management
Hands-on and Highly Engaged
“Northridge was very hands-on and highly engaged in each step of the project. This is a refreshing difference among consulting groups who often spend much time in a learning curve themselves with very little new information as an output. Northridge brought new, insightful information that has been used to improve efficiency in our operation.”
CALL CENTER SITE DIRECTOR, FORTUNE 50 HEALTHCARE FIRM
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 drive results.
Northridge Perspectives
Data Analytics: The Key to Better Patient Acquisition
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.
Four Ways to Transform Your Contact Center into a Loyalty Center
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.
The Importance of Quality Monitoring for Government Agency Contact Centers
Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.
Our Contact Center Consulting Services
Effective Contact Centers for Enhanced Customer Experience
Our customer-centered process begins by evaluating channel preferences and service expectations from your customers’ point-of-view. Leveraging critical customer insights and decades of executive-level experience, our Contact Center Management consultants work with your organization to identify important opportunities for process consistency, channel alignment, operational improvements, and financial efficiency—enhancing the lifetime value of customers to your organization.
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.
