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Case Studies / Contact Center Management

Implementation Roadmap of Improvements Generated from Comprehensive Contact Center Assessment

Financial Industry

Scope

  • A large financial services organization engaged Northridge to conduct a comprehensive assessment of their current state Contact Center operational environment and related technology solutions as compared to best practices.

Results

  • Northridge developed a current state baseline assessment of business requirements and technology solutions and conducted a comparison of current state to best-in-class practices.
  • Our assessment of their Contact Center showed outdated technology was causing major operational performance issues, inefficiencies and impacts to Customer Experience.
  • The Northridge Group provided:
    • Recommendations for operational process redesign, technology changes, upgrades and improvements.
    • An implementation roadmap of improvements, prioritized based on business impact and alignment with identified client goals.
    • Customer Contact Center business requirements now aligned with IT’s goal of replacing an out-of-support contact center platform with a cloud contact center solution.
  • This project resulted in improved and more consistent service levels, significant reduction in outages, and leverage of new omni-channel capabilities

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