Optimized training, Quality Monitoring, and Workforce
Management (WFM) are all vital to delivering excellent
customer service experiences. A contact center assessment
that focuses on all of these can help improve the live-agent
experience for customers.
We recently helped a leading consumer retailer improve its
contact center performance with an operations redesign.
Our recommendations resulted in a 20%-point improvement
in their Net Promoter Score (NPS), as well as long-term WFM
investment strategies for staffing, training, and metrics.
Contact center associates want to work from
home? Customers say "No problem!“
Now that working remotely has become commonplace, it’s no
surprise that customers don’t object to customer service
associates working from home.
Northridge’s Quality Monitoring specialists have also observed that some customers
respond positively to associates working from home and may even engage in
personal conversation around it. As long as contact center associates are able to
resolve a customer's issue to their satisfaction and do so in a timely manner, the
location seems to be less important in the eyes of the customer.
NORTHRIDGE SUCCESS STORY
47%
of customers knowingly
spoke with a contact
center associate
working from home
72%
said this did not
impact the agent's
ability to resolve
their issue