Redesign of Agent Evaluation Program and QM Yields Measurable Results
Case Studies / Quality Monitoring Redesign of Agent Evaluation Program and Ongoing QM Yields Measurable Results for Large Federal Agency Government Industry Scope A large
Case Studies / Quality Monitoring Redesign of Agent Evaluation Program and Ongoing QM Yields Measurable Results for Large Federal Agency Government Industry Scope A large
Case Studies / Customer Experience Healthcare Industry Scope As customers shift to digital channels, companies must evolve their service models to meet the rising demand
Case Studies / Customer Experience Healthcare Industry Scope The Northridge Group was asked to perform an End-to-End CX assessment for a Fortune 50 healthcare company
Case Studies / Customer Experience Designing a Differentiated Customer Experience for a Fortune 100 Healthcare Organization Healthcare Industry Scope The Northridge Group conducted an end-to-end
Case Studies / Business Transformation Healthcare Industry Scope Despite the strong business performance, a Fortune 50 enterprise understood the financial downside of pervasive market disruption
Case Studies / Telecom and Technology Telecommunications and Optimization Audit Results in $1.4M Annual Savings for Healthcare Insurer Healthcare Industry Scope A large healthcare insurance
Case Studies / Contact Center Management Telecom Industry Scope Northridge provided a Coaching Development program for supervisors in a Fortune 100 contact center. The goal
Case Studies / Business Process Optimization Telecom Industry A client was plagued with new product rollout issues, causing poor customer experience with installation intervals and
Case Studies / Quality Monitoring Transportation Industry Scope A Fortune 100 enterprise sought mystery shopper services to redesign their self-audit program, aiming to improve compliance
Case Studies / Contact Center Management Government Industry Scope A large federal government agency sought to enhance their inbound and outbound contact centers that support
Case Studies / Execution Management Telecom Industry Scope A Fortune 50 company challenged the team to identify and implement $30M of in-year expense savings Success
Case Studies / Quality Monitoring Financial Services Scope Northridge provides Quality Contact Monitoring (QCM) services for one of the largest U.S.-based technology firms. The firm