Search

Retail Industry

More than 25 years of experience in helping retailers find success

retail industry, retail shopping, retail customer experience, retail customer service,

Retail

Helping Retailers Overcome Complex CX Challenges

There have been dramatic shifts in the retail landscape in recent years: 

  • Increased customer demand for online shopping
  • The closing of many legendary brick-and-mortar stores
  • Ongoing labor shortages
  • Seemingly endless number of supply chain issues
  • Changing customer service demands

 

These have all sparked dramatic shifts in the retail landscape in recent years. As a result, retailers are facing a litany of challenges and must become more agile, innovative, and efficient to survive. 

We know and understand your struggles firsthand. We work with large retailers across the nation, diving into their operations and contact centers to find the root of the issues and apply proven solutions for greater ROI, CX, EX and operational efficiencies. 

Maybe that’s why 96% of our clients say they would refer us to colleagues. 

Challenge

  • A leading retail company had been going through significant growth and wanted a partner who could benchmark the company against best practices, find opportunities for improvement, and support and lead them through a transformation.
  • Ultimately the goal was to improve the customer experience while maintaining operational costs.

Approach

  • The Northridge team conducted a detailed contact center assessment and ultimately created a roadmap of actions that was designed to address key performance gaps discovered during the assessment.
  • A key initiative was the new hire training redesign, which allowed the Northridge group to work with our client to create a blended learning training program.
  • Northridge built a program that:

    »Included facilitator led activities to encourage integration.

    »Included call listening & role-playing activities very early in the process.

    »Included knowledge checks and formal assessments to encourage high performers and allow for attrition of low performers.

    »Included nesting best practices.

Business Impact

    • Optimizes cost and resource utilization, prioritizes key learnings/consumer inquiries, and ensures comprehensive coverage of essential materialAgents get on the phones faster enabling greater flexibility to staff up when needed.
    • Allows learners to immediately apply newly acquired knowledge & skill in real-world situations. This promotes active engagement and problem-solving, enhancing critical thinking abilities and adaptability. By providing ongoing opportunities for feedback and practice, the program supports skill refinement and promotes a growth mindset.
woman in call center talking to a customer

Give Us 15-Minutes

As a Certified WBE (Woman-Owned Business), we work to empower all people.  

We offer 15-minute discovery calls to work together to see if our expertise meets your needs. It’s a small investment because we know your time is valuable. 

Schedule 15 minutes today. 

Our solutions

Build Quality Monitoring Programs

that sustain excellent customer experience, build customer loyalty, and improve employee retention

quality monitoring, two contact center agents, assessment framework

Utilize Voice of the Customer (VoC)

data from social media, mystery shopping, journey mapping, etc., to define the ideal omnichannel customer experience.

workforce management

Build Targeted Workforce Management (WFM)

forecasting and planning models that ensure customer service frameworks provide internal efficiency and consistent customer support. 

retail industry, retail shopping, retail customer experience, retail customer service,

Drive Better Call Routing

to improve sales and First Contact Resolution (FCR) with IVR improvements. 

Meet Our Clients

They Believe In Us

Learn why more Fortune 500 companies choose us to help solve their problems and create lasting solutions. 

Retail

YOur challenges are our focus

The Northridge Group’s retail clients include clothing manufacturers, mass merchandisers, retail department store chains, home services providers, utility companies, and more. They often come to us with the following challenges:

Increasing sales conversion

  1. Consumers opting for multichannel buying experiences
  2. Dramatic increases in customers’ shopping experience expectations
  3. Aligning customer service processes with changing customer bases and customer demands
  4. Gaining and retaining customers
  5. Employee hiring and retention
  6. Providing suitable training to shorten the time to proficiency for new employees
  7. Navigating the offshore vendor selection process

We help our retail clients optimize their performance and increase efficiencies so they can differentiate their brands, retain and gain customers, and increase sales by delivering exceptional in-person and online customer service and competitive pricing. 

retail industry, retail shopping, retail customer experience, retail customer service,

experience + excellence

The NRG Assessment

Would a full assessment of your operation or contact center 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. 

Want To Learn More About Our Retail Services?

let’s talk

woman in call center talking to a customer

Read our latest blogs & Case Studies

WAIT

Schedule a 15-Minute Call with Us

With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.