Quality Monitoring

Voice of the Customer

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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
Customer calling support with mobile

Our Approach

Understanding the Voice of the Customer

The customer journey spans a variety of channels. Understanding how customers engage with your brand and measuring their experience is critical to your organization’s success. A decisive approach in data collection, curation, analysis, and utility aligns with success in promoting a positive Customer Experience.

Our Approach

Customer Experience Analytics

The Northridge Group will collaborate with your organization to provide a holistic view of the Customer Experience. We help navigate vast amounts of data, combining business acumen and technical skills to understand what is relevant and where there is value. Real-time, dynamic feedback – direct and indirect – from your customers is empowering. It drives adaptive solutions, informs your decisions, and promotes stronger brand loyalty.

customer experience analytics

Northridge Insights

The Ultimate CX Scorecard: Using Metrics to Drive Revenue Growth

All companies say they care about Customer Experience but saying it, doing it, and seeing results are very different. After years of consulting with many leading brands, The Northridge Group has observed one consistent trait among industry leaders: those who are the best at managing their top-line growth tend to have well-designed CX metrics and have embraced the scorecard as a key component to measuring and managing performance. With a well-established CX program, companies will have real-time visibility to customers’ moments of truth, and they will be able to spot trends, react swiftly, and gain strategic advantage.

Read the Whitepaper

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.

Leverage Healthcare Technology to Enhance Patient Retention

Leverage Healthcare Technology to Enhance Patient Retention

If healthcare managers and small-to-medium-sized business (SMB) healthcare practitioners can agree on anything, it’s that acquiring new patients is both costly and challenging. Conversely, retaining existing patients is far more achievable and economically viable,...

Additional Quality Monitoring Services

Quality Program Assessment & Redesign

Mystery Shopping & Surveys

Contact Center Compliance Monitoring


Omni-channel Quality Monitoring

Contact Center Speech Analytics


Customer Churn Analytics

Competitive Benchmarking


Training & Coaching Assessment

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.

Let’s start a conversation

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