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JUST RELEASED!

State of CX Research Report

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.

State of CX Research Report

The Insurance Industry Faces Complex Challenges on Every Front

The insurance industry is increasingly becoming more regulated and market conditions are becoming more volatile. At the same time, digital capabilities are rapidly improving. Customers naturally expect their insurers’ technology to keep pace, but this can be a daunting task.

Using Data to Help Businesses

We’re Here to Help

The Northridge Group helps insurance industry clients assess their operations, garner insights from data and provide actionable steps to improve digital processes and better serve customers. Through data collection and analysis, we identify key indicators of compliance risk and deliver practical solutions for risk avoidance that will drive improvements in business outcomes. Our solutions allow insurance companies to make information-backed decisions that will enhance Customer Experience while reducing risk.

Contact Center Supervisor Training

Northridge Success

Health Insurance Company to Improve Workforce Recruiting, Associate Retention and Business Performance

A leading Healthcare company’s Contact Center was experiencing recruiting issues, attrition and workforce management inefficiencies.

Read the Success Story

Northridge Perspectives

The Importance of Quality Monitoring for Government Agency Contact Centers

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.

The Crucial Connection Between CX Tech & Training

The Crucial Connection Between CX Tech & Training

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.

Proper Contact Center Training Benefits Employee Experience

Proper Contact Center Training Benefits Employee Experience

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism...

Our Services

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:

 

Contact Center

Quality Monitoring

Data & Analytics

Enterprise Technology

Business Process Optimization

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.

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