The Northridge Group
OMNI CHANNEL management
For customer-focused organizations, both large and mid-sized, measurable improvement requires more than basic call monitoring—it requires a firm with the experience and sophistication to monitor and enhance performance management across an omni-channel Customer Experience – phone, online/chat, email and social media.
Our experts can assess your platforms and give actionable strategies to help you achieve optimum results with every channel.
CHAT MANAGMENT
Chat sessions are reviewed for messaging alignment with strategy and accuracy. Our assessors review content and evaluate the representatives to ensure consistency across channels.
EMAIL MANAGEMENT
Emails can often involve multiple interactions between the customer and the representative to fully resolve the issue. Our team of assessors reviews the content of the entire stream of messages for consistent brand messaging, cycle times and process adherence.
IVR DESIGN
At The Northridge Group, our IVR redesign and optimization engagements typically include an assessment and recommendations for the effective design, tuning and measurement of call routing and self-service capabilities. They may also include an assessment of current technology and, if appropriate, the identification of new technologies.
PHONE MANAGEMENT
Assess a statistically significant cross-section of calls each month and evaluate the interactions based on a set of predetermined criteria.
Ensure representatives consistently follow processes and messaging for successful Customer Experiences.
SOCIAL MANAGEMENT
Social media, the newest and most public-facing channel, has unique challenges for Customer Experience. The response times are much faster, the messages much shorter, and the audience much wider. Our assessors take a sample of the interactions and review for strategic alignment to process outstanding compliance issues, as well as consistent brand messaging.
Omni Channel Operations
speech analytics
Our state-of-the-art behavioral and speech analytics solutions have the power to ingest and analyze large volumes of data through an omni-channel lens to identify, quantify and prioritize the macro-level issues that impact Customer Experience and operational efficiency. Our capability extends to transcribing calls and integrating other data sources like chat, email and customer and product information to unleash powerful insights that can be mined in multiple ways. Once the problem areas have been identified, we use human-assisted monitoring to listen to a statistically valid sampling of calls to gather more information regarding specific drivers of issues, root causes and interdependencies.
With this deep understanding of the problem, impact and root causes, our quality team is well-positioned to share potential solutions and recommendations with our clients’ Contact Center and business leadership teams. Utilizing a closed-loop communication process, our quality team can also go back to listen to a sampling of those targeted call types or processes after the improvements have been made to confirm that specific improvements and benefits have been realized.
experience + excellence
The NRG CHANNEL Assessment
Would a full assessment of your current technology platforms help you to gain a better understanding of what’s working, what isn’t …and what’s available that will work for your operation?
We provide businesses with the tools they need to make informed decisions. Once our assessment is complete, our team of experts will work with you to build a custom solution that fits your needs. Our use of state-of-the-art technology guarantees you’ll be able to access your data whenever and wherever you need it.
Meet Our Clients
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847.692.2288
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info@northridgegroup.com