Your Customer Service Isn’t Great (but it could be)
Is your customer experience good? Maybe even great? Are you sure? In a recent poll, more than 70% of CX leaders said they expect
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Is your customer experience good? Maybe even great? Are you sure? In a recent poll, more than 70% of CX leaders said they expect
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that
Which channels provide the fastest response to a customer inquiry? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that today’s consumers are
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020-2021 State of Customer Service Experience report found that
The COVID-19 pandemic has intensified the need for companies to make customer experience as effortless as possible. Northridge’s annual State of Customer Service Experience 2020-2021 report
Developing service excellence at the Contact Center management level is a critical enabler for a company’s long-term success. Providing exemplary customer service is essential for
At The Northridge Group, we frequently come to the aid of companies with struggling contact centers, but what about the ones already doing a pretty
Are your customer service agents offering empathy during the Global Health Crisis? Sympathy and empathy are behaviors that are often used interchangeably although they are
Today’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service.
“Thank you for calling. Please listen carefully because our menu has recently changed.” We’ve all heard this greeting, but most callers aren’t aware that it’s
Consider your experiences as a consumer. Have you ever been so aggravated by a company that you’re ready to switch to their competition because they
It is every customer experience business leader’s worst nightmare; a customer service representative engaged poorly with a customer, who then recorded the encounter and made
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