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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.
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.
Operational excellence and personal excellence share many similar characteristics and principles. Both fundamentally revolve around continuous improvement, focused goals, and discipline. And neither can be truly achieved—in business or life—without a steadfast effort,...
State of Customer Service Experience Reports
- State of Customer Service Experience Report 2023: Part II
- State of Customer Service Experience Report 2023: Part I
- State of Customer Service Experience Report 2020-2021
- State of Customer Service Experience Report 2019
- State of Customer Service Experience Report 2018
- State of Customer Service Experience Report 2017
- State of Customer Service Experience Report 2016
- State of Customer Service Experience Report 2015