Customer Service Realities Infographic
Which channels provide the fastest response to a customer inquiry? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that today’s consumers are
Which channels provide the fastest response to a customer inquiry? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that today’s consumers are
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020-2021 State of Customer Service Experience report found that
Nonprofit Operational Efficiency How a nonprofit coalition partnered with Northridge to assess contact center operations, define scalable staffing and process models, and develop a grant-ready
Seasoned business leaders face a variety of challenges when implementing process improvement initiatives that rely on automation. A common struggle across all automation initiatives is
Healthcare Customer Experience & Service Delivery Modernizing authentication and routing to reduce cost and improve member experience. The Challenge A major healthcare organization sought to
Customers Speak Clearly — But Businesses Are Not Listening The voice of the customer is unmistakable. Across every channel, customers report frustration, complexity, and a
Healthcare Operational Efficiency, Customer Experience & Service Delivery Operational performance improvement driven by structured knowledge strategy, smarter self-service, and associate enablement. The Challenge A major
Healthcare Customer Experience & Service Delivery, Technology, Analytics & Omnichannel Enablement How a large healthcare organization partnered with Northridge to prepare for new call recording
Retail Operational Efficiency How one of the nation’s largest credit unions partnered with Northridge to assess current-state staffing, evaluate growth projections, and implement data-driven workforce
The advent of new technologies creates a recurring challenge for business leaders to maintain an understanding of the best method of maximizing value capture in
Financial Services Customer Experience & Service Delivery How one of the nation’s largest credit unions partnered with Northridge to assess current-state staffing, evaluate growth projections,
Consumers and businesses are both anticipating that 5G mobile networks will be the next frontier for everything from enhanced mobile communications to ultra-reliable low latency