The Northridge Group

In Part 1, we explored the world of Voice Biometrics and its role in securing our sensitive information. But as AI technology advances, the potential for voice replication raises new concerns. How do we ensure the authenticity of our voiceprints in an era where AI can mimic them almost perfectly?

Join us in Part 2 as we delve into the numbers game in voice biometrics, the challenges posed by AI-driven voice replication, and the innovative solutions being developed to safeguard our identities. Stay tuned for insights on how to stay one step ahead in this evolving landscape.
https://hubs.ly/Q02DVHBx0

🌟 Elevating Contact Center Performance: Our Comprehensive Assessment Process 🌟
Delivering exceptional customer experiences is crucial. Our tailored assessment process identifies opportunities, optimizes operations, and enhances performance. We have several critical steps in our process in order to create the most accurate and actionable strategy. They include a period of evaluation and analysis and more importantly, immersing ourselves in your organization to fully understand all the moving parts.

Ready to transform your contact center? Let’s connect and explore how we can help you deliver outstanding customer experiences consistently. https://hubs.ly/Q02DLYxc0

Many of us rely on biometrics to gain access to our sensitive information like banking and business. But what happens when AI is so good, it can copy someone's voice? Join us as we examine Voice Biometrics in Part 1 of this two-part series. https://hubs.ly/Q02CT8r50

People, Process & Technology - and the Intersection of AI: Part 3 Biometrics began as a tool for customer security and remains today, however, as technology expands, is that safety in danger? Find out.

Throughout history, humans have relied on physical characteristics for identification. Today, biometrics encompasses a range of unique traits, including fingerprints scans, facial recognition and voice patterns. Will artificial intelligence risk the safety of identification for your clients and customers? Find out. https://hubs.ly/Q02CsKlJ0

Voice Biometrics: Changing Tech in the Face of AI - The Northridge Group With AI crashing into the contact center scene, everything is changing, including voice biometrics. Learn what those changes are & how they will affect you.

The way we serve customers is constantly evolving and in an increasing digital and AI landscape, customer expectations are also changing. Our employees, the roles they fill, and the required skills and knowledge must also evolve in order to keep pace.

Please click the question below to answer our One-Question survey:
https://hubs.ly/Q02C2-LG0

We appreciate your time and your feedback. This information helps us create actionable solutions and strategies for all our clients.

Job Description Update Take this survey powered by surveymonkey.com. Create your own surveys for free.

Team members from The Northridge Group had the honor of attending The Chicago Network's Women in the Forefront luncheon. NRG's own Therese Fauerbach, along with several other team members, hosted two tables. The Women in the Forefront Luncheon is Chicago's premier annual women’s leadership event. Some 1,500 attendees gather each year to hear top women leaders speak on their personal and professional experiences.

Please help us welcome Dewayne Charrington to the NRG team!

This week, some of The Northridge Team is attending Customer Contact Week in Las Vegas! We join more than 5,000 other CX professionals. If you're going to be there, please connect with us. We are looking forward to bringing back new, innovative ideas, strategies and tools to create better CX for every business. Stay tuned! https://hubs.ly/Q02z6gCY0

Acquiring a new business? If you're part of a private equity firm, contact us today. We possess over 20 years of experience in helping acquiring companies plan for employee adoption, training, resource and change management, and customer retention. https://hubs.ly/Q02z87k00

Employee training. Poor ex*****on can leave irreparable damage to your organization – both internally and externally. Recovery can take months, if not years.
Our seasoned experts can provide a baseline coaching assessment to analyze the quality and style of your coaching methodologies, as well as the operational support that is in place to drive performance. This includes Customer Experience goals, coaching culture, metric alignment, time management, and coaching skill development and coaching skill development.
https://hubs.ly/Q02xXF2v0

Are you keeping up with the same strategies as your competitors? Find out now by downloading our report. We offer an in-depth look into what other C-Suite contact center and business executives are doing to enhance their CX and EX. Don't miss out.
Download now.
https://hubs.ly/Q02xXFgy0

The 2024 CX Executive Report Discover key trends and insights from C-Suite executives on the impact of AI and automation. Download your FREE report now.

Are you keeping up with the same strategies as your competitors? Find out now by downloading our report. We offer an in-depth look into what other C-Suite contact center and business executives are doing to enhance their CX and EX. Don't miss out.
Download now.
https://hubs.ly/Q02xBWDK0

Poor workforce capacity planning can cost you more than money – it can cost you employees and customers.
Our state-of-the-art Capacity Planning Model can help you predict future associate availability and compare that against predicted FTE requirements to determine if your organization is staffed correctly to handle expected workloads like holidays and summer vacation planning.
Find out more here:
https://hubs.ly/Q02wrlBL0

To every kind of mother and caregiver around the world, we thank you for all you do and wish you a very Happy Mother's Day.

Did you know that nearly 60% of respondents in our CX Executive surveyed said they put AI at the top of their tech stack initiative in the coming months? Yet only 27% of the group indicated that training was a top priority.
Read more about these responses and more in our State of Customer Experience – The Executive Report. Download now.
https://hubs.ly/Q02wrjFW0

The 2024 CX Executive Report Discover key trends and insights from C-Suite executives on the impact of AI and automation. Download your FREE report now.

Interested in hearing what your fellow C-Suite Executives think about the state of customer experience now and in the coming months? Download our report today and gain a better understanding of what others find important and keys to their operational success. Download now.
https://hubs.ly/Q02wrmf50

The 2024 CX Executive Report See what industry executives are saying about the state of CX and how it may impact your operation. Download now.

One chance. Sometimes that's all you've got to win over a customer. That's why compliance monitoring systems are critical to the success of brands and revenue. See how we approach QM. Then contact us to discuss - we might be able to make that one chance the only one you'll ever need. https://hubs.ly/Q02vLGXC0

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 workforce utilization strategy to support the math? Schedule a 15-minute discovery call today to discuss further.

https://hubs.ly/Q02v5y3l0

Therese Fauerbach, CEO and Board Chair of The Northridge Group, attended the Ignite MindShift fundraising event in Dallas, Texas recently. The annual event is designed to increase awareness and donations for Ignite, a non-profit organization whose mission is to inspire and empower teens and your adults by teaching key mindset and self-leadership skills to better prepare them for success in work and life.
This year’s theme: "Make Your Own Luck" included the participation of 20 students from local high schools closely associated with Ignite. Keynote speaker was Maxx Crosby, a top NFL Defensive end for the Las Vegas Raiders, selected as 1 of 2 AFC Defensive End starters for the 2024 Pro Bowl and nominee for the 2023 Walter Payton Man of the Year award. Several other NFL players and athletes attended, each seated at different tables to interact with event sponsors and guests.
Fauerbach donated her signed Maxx Crosby helmet to Sherry Cleaver of 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 help improve the quality of emails, chat, and social media messages that frontline staff write to customers. She believes positive communication that relays important information clearly can elevate the agent while building brand loyalty for the customer. But how will AI tools effect that? Find out. https://hubs.ly/Q02tHPv40

In Part 2 of our 3-Part series, we hear thoughts from industry experts Petra Seals, The Northridge Group’s 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.
https://hubs.ly/Q02sTFHx0

People, Process & Technology - and the Intersection of AI: Part 2 Part 2 of a 3-part series we hear from Petra Seals and Patrick O'Brien as they discuss the fallout when an organization adopts technology before it's ready.

Aside from elections, the British royal’s health, Beyonce going country, and the Solar Eclipse, everyone is talking about Artificial Intelligence these days. For a business consulting firm like The Northridge Group, we see AI as an opportunity for our clients to improve processes, elevate employee careers, and increase customer satisfaction that leads to long-term loyalty and higher ROI.

In our 3-part series: “People, Process, Technology and the Intersection of AI”, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t and how it can be a benefit (and a curse) in each area.

In Part 1 of our series, we welcome Ludwig from RISE Technology Advisors. Eric offers some valuable insight into artificial intelligence, generative AI, automation, and how (and when) to use them.

https://hubs.ly/Q02spy_t0

People, Process & Technology - and the Intersection of AI: Part 1 Part 1 or a 3-part series where top industry experts discuss the impact of AI on people, processes, and existing technology.

Do you know the percentage of your customers who prefer to speak to a human over a computer? A recent NRG survey indicates that as high as 25% (and rising) prefer to speak to a live person. If your QM program needs a review, contact us today. https://hubs.ly/Q02rJ-V10

When crisis hits your operation – or even just a sudden increase in business – it can reveal issues in your contact center. 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. If you have a contact center and believe you could benefit from talking to us about issues your seeing or improvements needed, contact us today. We offer 15-minute initial discovery calls that can determine if our expertise are a good fit for your operation.

https://hubs.ly/Q02rJS260

QM Knowledge Management Improvement - The Northridge Group Northridge was engaged to perform a Quality Monitoring, tracking, and reporting assessment to identify avenues for improved Customer Experience.

Change management. We know it’s necessary and can lead to greater operational efficiency, but is recognizing the emotional health of the employee necessary? We have a great deal of experience in planning and executing successful organizational change. Give us 15 minutes to see how we can help.

It seems like a hot topic of conversation lately is around Omnichannel tools and experience. Are all your tools talking to each other? Have your employees fully adopted them and are using them effectively?
We would love to hear from you – tell us below about the pros and cons of each and how you use them.

Do you know what your employee experience satisfaction level is? Studies have shown that a happier employee = higher CX. If you need your EX or CX numbers higher, schedule 15 minutes with us to get the conversation started. https://hubs.ly/Q02ps-nl0

Have you incorporated a self-service platform in your operating system recently? Studies show customers are looking for simple things like changing a mailing address, paying a bill, or checking on status of delivery. Reach out if you’re self-service platform is underdelivering or if you are planning to acquire one this year – we would be happy to help. Schedule 15 minutes with us to get the conversation started.
https://hubs.ly/Q02psHfX0

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.