2024 CX EXECUTIVE RESEARCH REPORT
By the Numbers
Training and Productivity
The new normal of hybrid workers has managers
rethinking how to effectively manage. Nearly
100% of respondents (95%) believe they need
separate productivity assessments based on
employee location (office, home, and hybrid).
Likewise, 92% of executives advocate for location-
specific training (those working remotely vs. in-
office) and coaching methodologies.
No matter what workforce model you use,
managing employees in a remote and hybrid
workforce requires changes to the traditional
approach. Best practice is to incorporate a variety
of learning modalities into any training and
coaching methodologies. These should include a
variety of interactions that are cadenced and ad
hoc to create a connected employee. Companies
that build robust knowledge management
systems have a significant advantage in building
strong performing employees and decreasing the
time to ramp-up after new hire training.
Recently, The Northridge Group worked with a
nationwide retailer to assess their contact center
and identify areas of improvement. Of the many
areas we addressed, new hire training topped
the list. After redesigning their onboarding
training, as well as enhancing Knowledge Articles,
employee retention and engagement increased
by an incredible 8% in just one year. Numbers
continue to climb in year two.
We saw similar results with a large healthcare
company. By redesigning the training process
and tailoring the content to meet the unique
requirements of both facilitators and employees,
the overall experience for both members and
providers improved. Across the company’s three
largest business groups, we saw increased First
Contact Resolution (FCR) rates, decreased Average
Handling Time (AHT), and reduced attrition.
AI and Emerging Technologies
Is your organization ready to embrace the
artificial intelligence revolution? Assessing
AI integration readiness will help prioritize
technology investments and gauge competitive
positioning within your sector.
If limited to one investment, 59% of executives
would prioritize AI and emerging technologies.
This sentiment is particularly strong in the
telecom (69%) and retail (68%) sectors.
According to Forbes, the market for call center
technology is expected to hit $2.8 billion in 2024.
For telecom clients and executives, leveraging AI
and automation benefits can transform contact
centers, leading to more engaging, personalized
customer experiences and smarter decision-
making. If you’re not already considering AI and
emerging technologies for your organization,
now is the best time to do so.
With AI, telecom service providers can achieve a
myriad of objectives, including:
•
Increased loyalty and retention — analytics
help companies to predict customer behavior
in real-time.
•
Increased revenue through cross-selling and
upselling services— using real-time customer
data, companies can anticipate needs and
offer the best services on the right channel at
the right time.
•
Growth acceleration — AI helps providers
increase sales by basing channel bundling
decisions on predicted customer preferences.
If you’re interested in understanding how AI
can benefit your contact center, start with an AI
assessment with an NRG Subject Matter Expert.
They can provide foundational insights into what
your operation is currently using versus what you
need for scaling in order to remain competitive
and offer the highest level of customer service.