Customer Experience Management & Strategy

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

Service Delivery

Managing the CX

Managing the customer experience is an intricate process that demands a comprehensive strategy to ensure consistent, high-quality service. At the core of this strategy is the coaching and training of agents, an essential step for empowering your team to meet and exceed customer expectations.

Building robust knowledge management tools further enhances this foundation, providing agents with the resources they need to deliver accurate and efficient responses. Additionally, employing cutting-edge technologies such as Agent Assist, AI, and chat functionalities integrates a layer of precision and agility into the service experience.

Quality monitoring is critical throughout this process and continues to play a role long after initial implementation. It ensures that customer interactions remain at the desired standard and that continuous improvement is achieved.

The Northridge Group, with over 20 years of experience refining skills and adopting innovative practices, brings a wealth of knowledge and proven methodologies to your company. Our expertise is instrumental in helping businesses like yours build effective customer experience strategies, achieve your operational goals, and realize success in a competitive market.

Paving the Customer Journey

Creating an amazing customer experience is really focused on one thing: the needs and wants of the customer. We look at the customer journey all the way from acquisition to loyalty phase, to advocate.

The key is to understand the journey in both qualitative terms through focus groups, mystery shopping and customer journey mapping, as well as quantitative terms through Customer Satisfaction Scores (CSAT), Net Promoter Scores (NPS), and Voice of the Customer (VOC) data.

We take pride in our immersive approach that allows us to fully understand all the facets that affect the delivery of an A-List customer experience.

If you’re looking for increased sales, higher retention and lifetime value, greater customer loyalty, ad more referrals, contact us today.

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.