One chance is all you've got to win a customer. That's why compliance monitoring systems are critical to brand success. See how we approach QM - we might be able to make that one chance the only one you'll ever need. hubs.ly/Q02vLn5x0
#thenorthridgegroup #qualitymonitoring

Workforce Utilization Out of Date?
Utilization Rate = Billable Hours / Eligible Working Hours. We all know the equation, but when was the last time you reviewed and updated your strategy to support the math?

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#thenorthridgegroup

Therese Fauerbach, CEO of NRG, attended the Ignite MindShift fundraising event in Dallas. The event is designed to increase awareness for the non-profit organization whose mission is to empower teen. Fauerbach donated her signed Maxx Crosby helmet to North Dallas High School.

In Part 3 of our series, we hear from Leslie O’Flahaven, professional writer, coach, and speaker. She works with customer service organizations to improve the quality of emails, chat, and social media messages that frontline staff write to customers.
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In Part 2 of our 3-Part series, we hear from experts Petra Seals, NRG Managing Principal and Patrick O’Hara, NRG Managing Director of Service Delivery, regarding the risks an organization takes when adopting new technology like AI before it’s ready.
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In our 3-part series: “People, Process, Technology and the Intersection of AI”, we have asked industry leaders to explain what AI is, what it isn’t and how it can be a benefit in each area.
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#thenorthridgegroup @RISEtechadvisors @artificialintellgence

Do you know the percentage of your customers who prefer to speak to a human over a computer? A recent NRG survey shows as high as 25% (and rising) prefer to speak to a live person. If your QM program needs a review, contact us today. hubs.ly/Q02rK7RP0
#thenorthridgegroup

See how we were able to help a government agency during COVID pivot and recover quickly with better quality monitoring. Today, that same agency is still seeing success.
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#thenorthridgegroup

Change management. We know it’s necessary and can lead to greater operational efficiency, but is recognizing the emotional health of the employee necessary? Give us 15 minutes to see how we can help. #changeishard #EX #thenorthridgegroup #contactcenters

A hot topic lately is around Omnichannel tools and experience. Are all your tools talking to each other? Have your employees fully adopted them? Tell us below about the pros and cons of each and how you use them.
#thenorthridgegroup #contactcenters #omnichannel

Do you know what your employee experience satisfaction level is? If you need your EX or CX numbers higher, schedule 15 minutes with us to get the conversation started. hubs.ly/Q02psRcl0
#thenorthridgegroup #contactcenters #selfservice #CX

Studies show customers are looking for more self-service options. Reach out if you’re self-service platform is underdelivering or if you plan to acquire one this year. Schedule 15 minutes with us to get the conversation started.
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What was the last really good customer experience you personally had? What was the worst? We would love to hear from you – share your experience with us in the comment section.
#thenorthridgegroup #goodCX #badCX #contactcenters

Did you know 72% of executives say demand for self-service has increased? This could reduce costs in your contact center. We can help choose self-service platforms that are right for your organization. Schedule 15 minutes with us. hubs.ly/Q02pmD_Q0
#thenorthridgegroup

Read the stories of these amazing women who drive NRG. Remember to acknowledge all the women around you who make a difference every day. hubs.ly/Q02nLtxJ0
#thenorthridgegroup #internationalwomensday #powerfulwomen

The job of the contact center agent is changing with the adoption of AI – in many ways, drastically. We are at the CCW Executive Exchange today through Wednesday where the focus is on AI and the agent. Connect there or contact us to learn more.
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#CCW #NRG

Planning on attending the Customer Contact Week/Chicago next week? We will be presenting: The Happy Agent: Revolutionizing Employee Experience while Operationalizing Artificial Intelligence and Automation Technology.” Reach out if you're there! #CCWExchange #thenorthridgegroup

When hiring a consulting firm for your call center, consider:
Are other firms truly customizing solutions to fit your individual needs?
Does the firm understand the intricacies of your center, like emerging tech, or training?
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#thenorthridgegroup

It’s about the intersection of People, Process & Technology with four key focus areas — Customer Experience, Employee Experience, Digital Experience and Operational Excellence. It’s about creating a fine balance of the very best of each. hubs.ly/Q02jVMQq0

Our journey mapping process enables you to see yourself through the lens of your customers at each phase of their journey. See how we made positive changes to improve customer satisfaction for a major home service provider: hubs.ly/Q02jWpY60
#thenorthridgegroup