Voice of the Customer
The Northridge Group – A Leading Management Consulting Firm
Contact Center Consulting
The Voice of Your customers - do you know what it sounds like?
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.
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.
NRG Reports
Get your free Customer journey mapping report now!
Learn why Customer Journey Mapping is crucial to the success of your business and how to effectively create one.
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.
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
Meet Our Clients
They Believe In Us
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Read our latest blogs & Case Studies
5 Good Coaching Frameworks to Drive Better Employee Engagement
In the fast-paced, customer-centric world of contact centers, a key driver of success is employee engagement. Engaged employees are more productive, provide better customer service,
Unlocking Efficiency and Excellence: The Benefits of Agent Assist in Contact Centers
As we continue to delve into the subject of Employee Experience, we explore the benefits of Agent Assist and how this technology can increase employee
The Future of Customer Engagement: Personalization on Individual Terms
Customers are now demanding that their interactions with your brand be not only customized, but accurate. Close, but not too close. Learn why.