The Northridge Group
Insights and Resources for Improving the Customer Experience
State of CX 2023 Research Report: Part II
7th Annual CX Survey of 1,000 customers and 250 business executives
Download Your Report Now!
The State of CX 2023 research report features insights that businesses can use to benchmark their customer service and improve the overall experience.
Key highlights include:
- Nearly half of consumers surveyed had knowingly spoken to a customer service associate who was at home, and almost 75% of those respondents felt the associate’s location did not impact the resolution of their issue. Yet more than 1/3 of business leaders want contact center associates back in the office.
- 93% of business leaders surveyed believe their companies make it easy for customers to resolve their issues, but only 66% of customers felt this way in return.
- 92% of business leaders surveyed would like to provide additional training to their customer service representatives, with ‘soft skills’ being the top area of investment and/or improvement.
- Response vs. Resolution: Chat with an agent increased 7% when it comes to speed of issue resolution, which indicates that consumers are finding chat to be one of the fastest ways to elicit a response as well as resolve their issue.
Part I was released at the end of 2022. Didn’t get it? Download your copy here.
Proven Solutions. Real Results.
Northridge is an award-winning boutique firm with an outsized presence in the CX operations and management consulting space, serving Fortune 1000 organizations in the healthcare, financial and professional services, telecom, retail, energy, transportation, and government sectors. We offer innovative solutions to your most complex business challenges.
The Crucial Connection Between CX Tech & Training
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. We’ve seen companies that return to the core focus of people, process, and technology… [4 Minute Read]
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… [6 Minute Read]
Redefining Contact Center Productivity for the Modern Associate
Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment… [6 Minute Read]
Chat GPT Feature Article in Contact Center Pipeline Magazine
AI technologies in the contact center have dominated discussions in our industry for the past several months: Are contact centers ready for AI technology; is AI technology ready for the contact center; and…
Use Call Center KPIs to Turn Consumers into Promoters
From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference… [4 Minute Read]
Increasing Contact Center Efficiency by Increasing Associate Ramp Speeds
A challenge our clients frequently encounter is difficulty keeping their contact centers staffed efficiently with the right balance of experienced associates and new hires. Attrition is a continuing problem… [5 Minute Read]
How Contact Center Quality Monitoring Benefits the Healthcare Industry
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with… [5 Minute Read]
The Impact of ChatGPT on Contact Center Performance
ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and… [4 Minute Read]
Automation and AI in Telecom Contact Centers
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… [5 Minute Read]
How Self-Serve Healthcare Technologies Empower Patients
For decades, patients have had limited options for accessing healthcare services, scheduling appointments, or even paying bills. The traditional healthcare journey for a patient looked something like the following scenario… [4 Minute Read]
Talk With Our Industry and Capability Experts
The Northridge Group has been helping clients like you succeed for over 20 years.
Learn how Northridge can help you achieve measurable improvements in your organization. Check out our client success stories for an in-depth look at our services and approach.