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!
Highlighting Critical Behaviors Through Real-Time Customer Interactions
It’s critical for today’s Contact Center agents to be able to assist customers in a wide range of scenarios, from making a purchase to resolving a service issue. In order to assess the continued effectiveness of front-line personnel, businesses should consider a mystery shopping and survey program.
The Benefits of Mystery Shopping
Northridge’s mystery shopping & survey program allows businesses to test program and process adherence. While different from other quality monitoring programs, it complements them nicely. Quality monitoring programs provide a holistic view into many types of customer interactions, while telephone mystery shopping allows a highly-targeted approach to the types of customer insights gleaned by controlling the tone and purpose of the call. The insights are very focused on specific areas of importance for an organization.
Potential 70% Reduction in Compliance Violations in a Quarter with Mystery Shopper Program
A Fortune 100 enterprise sought mystery shopper services to redesign their self-audit program, aiming to improve compliance with federal regulations and avoid costly penalties. Through a tailored mystery shopper program, Northridge conducted outbound test calls into the client’s global Contact Centers, measuring the agents’ fulfillment of key scoring components.
Key Offerings of Northridge’s Mystery Shopping & Survey Program
Targeted Program Goals
Identify critical program goals and desired outcomes such as: adherence to current corporate standards, specific business objectives, compliance with regulations and soft skills expected of customer service representatives.
Measurement & Evolving Scenarios
Measure the service baseline, identify critical service gaps and pinpoint key service issues. Coordinate with the client on continuously evolving scripts and scenarios that utilize adaptive and agile language, allowing for unique, fresh experiences that are highly targeted to business success drivers.
Monitor performance through real-time interactions with customer service representatives. Based on the scenarios and key program goals, identify performance gaps and report on areas of improvement that will drive desired agent behavior.
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