The Northridge Group
Solutions tailored to Meet Stratus Networks specific needs
— Jerry
Customized Solutions
Technology
When we look at a client’s technology, we look at the entire ecosystem, determining the health of the environment first, then we dissect to determine opportunities for improvement. We can assist with new tech recommendations and adoption, like agent assist and artificial intelligence. We offer solutions that include outsourcing selection and implementation and take it a step further, creating training programs to ensure the investment is fully adopted and embraced.
Customer Satisfaction
Customer satisfaction happens in various areas of your business – from your online presence to automated phone and chat, to agent-assisted services, to final delivery of products/services. So many opportunities to get it right…and wrong. We will work with your team, immersing ourselves into your organization to fully understand areas of improvement and opportunities. Then we work with you to create actionable strategies.
Churn
Customer Churn: A 5% increase in customer retention is often quoted as being able to increase company revenue by 25-95%. Those numbers can make the difference between folding and thriving.
Employee Churn: According to studies, replacing an employee can cost anywhere from one-half to two times the employee’s annual salary.
Through interviews and assessments, we can help determine the cause & effect, and provide retention stratgies.
Contact Center Tooling/Order Management
We have more than two decades of experience in helping the telecom industry tool and retool their contact centers. We can work with your team to identify areas of opportunity in the following:
- Omnichannel communication platforms
- IVR
- Quality Management
- Analytics & Reporting
- Customer Relationship Management Systems (CRM)
Workforce Management
Are your leaders struggling with the balancing the demands of the call center – staffing for high volume times while ensuring employees needs are met? We offer various solutions to WFM, including initial assessment, scheduling & forecasting, contact center attrition, resource utilization, training & coaching, capacity planning, labor strategy & performance optimization.
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Read our latest blogs & Case Studies
Discover How a Leading Healthcare Provider Transformed Customer Experience and Increased ROI
Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer
Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI
By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service
Understanding Mobile Phone Use and 5G Expectations
New data from The Northridge Group confirms that nearly all mobile phone users have heard of 5G, most can articulate some of its benefits, and most associate 5G with faster speeds. Results from The Northridge Group’s new report on Mobile Phone Use and 5G Expectations were quite telling.