The Experience Gap: Businesses are not scoring
as well as they think with customers when it
comes to Customer Experience.
93% of business leaders surveyed believe their companies make it easy for customers
to resolve their issues, only 66% of customers felt this way in return.
The response speed associated with live agent chat offers businesses the opportunity
to shift volume to a channel that provides them with higher productivity at a lower
service cost. However, this channel will only be popular with customers if it allows them
to quickly and effectively solve their problems. Many companies aren’t there yet. More
must be done to provide customers with quick and easy paths to issue resolution.
93%
66%
6%
21%
1%
13%
Business
Leaders
Customers
Easy or Very Easy
Neither Easy nor Difficult
Difficult or Very Difficult
How easy is it for customers to get their
customer service inquiries or issues handled efficiently?
A Fortune 25 healthcare insurer partnered with The
Northridge Group to conduct an end-to-end assessment of
their Capacity Planning and Workforce Management (WFM)
processes, with the goals of lowering operating costs, improving
customer service, and enhancing employee satisfaction.
We identified opportunities for increasing visibility to true
staffing requirements, improving accuracy of Full-Time Employee
(FTE) “net lines”, consolidating queues, maximizing resource
utilization effectiveness, and implementing call handling metric
outcomes.
Our recommendations resulted in an estimated 20% reduction
in overtime and 25% reduction in new hires; a 6% increase in
agent utilization for call handling; and the identification of $52M-
to-$74M in cost reduction opportunities.
NORTHRIDGE SUCCESS STORY