The NRG Technology Assessment
Proven methodologies to identify opportunities for growth
The NRG Tech Assessment
understanding the performance needs of your technology
Assessment, Sourcing & Migration
The contact management platform serves as the backbone of customer interactions, not only routing and queuing communications but also acting as the critical enabler—or potential bottleneck—for advanced functionalities that elevate the Customer Experience and reduce operating costs. This technology is pivotal in seamlessly integrating innovative capabilities that can transform service delivery, making the right choice in contact management systems essential for operational excellence and customer satisfaction.
However, not all contact management platforms are created equally and upgrading or transitioning to a new Contact Center management solution can be a complicated process, necessitating a large capital investment with operational impacts.
Changing your core Contact Center technology platform requires a comprehensive understanding of the impact to:
- Other Contact Center technologies
- Existing processes and operations
- Reporting and KPI management
We leverage more than two decades of experience in planning and executing these areas and more when assessing tech platforms. If you’re wondering if this is something you need, contact us today.
Our approach
Northridge can help define a migration plan that is tailored to your unique business challenges and priorities while leveraging best practices and industry-leading insights.
Migrating your contact management platform can enable transformative changes to your Customer Experience and operations, creating significant business impact.
Leveraging Northridge as an experienced partner specializing in technology assessments, sourcing, and migration will increase your likelihood of success while simplifying your transitional process and accelerating your benefits realization.
- Current & Future state capabilities required to achieve desired customer service goals & expectations.
- Network Readiness and implication to telephony and other contact center technologies like AI.
- The Impact on operations, process flows, and agent skillsets and career paths.
- Cloud Migration vs. premise-based solutions.
- Financial Analysis and business case development.
Different Assessments for the different areas of your business
Training & Coaching Assessment
We review existing training & coaching programs, conduct interviews and exam processes to fully understand the existing framework so we can make an educated recommendation.
Workforce Management Assessment
Managing your workforce is critical to the success of your business and the long term brand loyalty of your customers. We apply the same assessment framework to WFM area, identifying opportunities and supplying solutions.
Quality Monitoring Assessment
Our ultimate objective is to establish an improved quality management operation that is in alignment with the strategic direction of your business, delivering on growth, profitability, scalability and improved customer experience objectives.
Technology Assessment
The contact management platform not only routes and queues customer interactions, but it’s also the enabling or limiting factor when it comes to deploying advanced capabilities required to enhance Customer Experience and lower operating costs. We look at every platform to ensure they are providing the intended support.
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