Quality Monitoring
The Northridge Group – A Leading Management Consulting Firm
Contact Center Consulting
The NRG Contact Center Quality Monitoring Program
For many companies, internal contact center compliance monitoring efforts fail to generate lasting improvements, largely because in-house staff members lack the time and resources to evaluate customer needs, sales opportunities, and agent performance. Our team of experts offers the objectivity and expertise to glean honest, practical insights for your Contact Center management.
When you apply Northridge’s Contact Center compliance monitoring solutions, your organization can leverage a real-time focus group with thousands of data points streaming in on a regular basis. Through an in-depth understanding of your organization’s needs, Northridge can customize and create a program that will follow your customer’s journey, delivering improved Customer Experience and business performance.
Quality Monitoring Solutions
Featuring experienced professionals and best-in-class advanced analytics, our Contact Center compliance monitoring services successfully convert data-based insights into desired business outcomes
Integrated Data Analytics
speech Analytics
Scalability
Secure Technology Infrastructure
Business Intelligence Reporting
Monitoring Sophistication
Advanced Analytics & Reporting
Program Design Knowledge
experience + excellence
The NRG Assessment
Would a full assessment of your contact center Quality Monitoring program 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
They Believe In Us
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Read our latest blogs & Case Studies
Ten Things I’ve Learned That Made Me Think Differently
I have spent over 35 plus years in corporate America and have been fortunate to serve as an executive for a Fortune 50 company for many of those years. Throughout my career, I’ve encountered both good and bad bosses, worked with large and small teams, and taken on various roles and lateral moves that wouldn’t fit on my resume. I’ve worked in nearly all regions of the country and numerous subsidiaries. Each experience provided life lessons, teaching me how to navigate new situations and challenges. Every step served as preparation for what was to come.
Discover How a Leading Healthcare Provider Transformed Customer Experience and Increased ROI
Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer
Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI
By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service