Employee Experience

Learn Why We are the Only Business Consulting Firm to Choose When Building Better Contact Centers

Contact Center Consulting

Experience = Excellence

Our approach is to dive deep into your human capital framework and assess the processes and systems that support the employee from recruitment all the way through their journey with the company.

We believe that a key to success is looking at the quantitative data like employee surveys, coaching and quality scores etc. while overlaying that with qualitative data gleaned through focus groups, interviews, agent side by sides, and observations.

Our assessments provide actionable recommendations that can not only improve the employee experience, but simultaneously improve the operations and results of your contact center.

Achieving Good CX starts with your agents

Knowledge & Expertise

Do they possess a deep understanding of the products and services offered, allowing them to provide accurate and helpful information to customers.

Lower Attrition Rates

Employees with longer tenure possess greater knowledge and experience. This can lead to better customer satisfaction as well as cost savings in training new employees.

Stress & Burnout

It’s no secret that contact centers can be high stress environments. Stressed employees are less patient and empathetic, which can negatively affect their interactions with customers.

Creating Growth & Career Paths

When agents have opportunities for growth and a path to a long career, they are likely to stay and provide their best work, improving attrition.

Employee Empowerment

If employees feel empowered to make decisions that can benefit the customer, this leads to excellent employee experience and enhanced customer satisfaction.

Quality & Consistency of Service

Happy and motivated employees are more likely to go the extra mile to solve customer problems, providing higher quality of service, building loyal customers.

THE NORTHRIDGE FOUR

Four critical areas of focus for contact center success

Employee Experience (EX)

Through assessment of your current training, coaching and knowledge management processes, we can identify areas of improvement and build actionable plans to build a positive employee experience, , creating a dynamic culture of success.

Customer Experience (CX)

Customer Experience (CX) encompasses every touchpoint and interaction a customer has with a business. When it’s negative, it acts as a bellwether to the rest the rest of the company, signaling that something is broken. We work to identify the broken and build actionable strategies for repair.

Digital Experience (DX)

We work to help organizations fully utilize their current tools while acquiring and implementing new ones, like Artificial Intelligence, needed for optimum effectiveness, creating the best holistically digital experience for both internal users and customers.

Operational Excellence (OpX)

To reach excellence in your operations means everything works in unison – a pull to a push, like an engine. We look at the total operation, breaking it into pieces and assessing each one, building a strategy toward maximum efficiencies, greater ROI, and higher revenue.

NRG Reports

Get Your FREE 2024 market study

New technologies like AI, as well as hybrid work stations are changing the way agents work and how they are managed.

The Northridge Group, in conjunction with Customer Contact Week (CCW), have published a comprehensive study filled with information and metrics from top industry leaders. Get your free copy today.