Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Thamer Noori
Director of Industrial Security and Safety Dept.
Rafal Jarosz
Managing Partner
Ayaz Khan
Manager operation
Alanoud Alaswad
Passenger Experience Specialists
Ilse Hess
Director, Talent Acquisition & Organizational Development

Industry Research : 68% of Consumers Increased Online Shopping During the COVID-19 Pandemic

#contactcenterworld, @northridgegroup

New data from The Northridge Group provides a clear message to businesses. Today’s consumers are shopping online more now than ever but find the overall service experience inadequate. According to The Northridge Group’s State of Customer Service Experience 2020 report, as a result of COVID-19, 68% of consumers have increased their online shopping and plan to continue at this increased rate post-pandemic. However, consumers are increasingly frustrated at the level of effort required to reach companies to get the help they need.

Reducing Customer Effort Drives Loyalty

"As the number of consumers doing business online increases, so too, does the need for self-service options that deliver fast and easy ways to contact brands," says Pam Plyler, Executive Practice Lead, Customer Experience and Contact Center Management at The Northridge Group. "But with only 42% of consumers reporting first contact resolution, brands are clearly missing the mark," says Plyler.

The study finds consumers are having to work too hard to resolve their issues, with 73% experiencing long wait times to reach a live agent, 69% reporting difficulty finding answers on the company’s website and 60% having to repeat information over and over again. While business leaders report investing in top service improvements, like reducing wait times, only 29% of businesses surveyed currently measure customer effort. "If you don’t measure it, you can’t improve it. Implementing the right customer service effectiveness metrics, including first contact resolution and customer effort, can increase brand loyalty, streamline processes and reduce costs," says Plyler.

As the data shows, the stakes are high. Despite the global pandemic, consumers continue to be unforgiving when it comes to poor customer experience. An alarming 73% of consumers report they are likely to switch to a competitive brand after just one negative experience.

Demand for Digital Customer Service Channels is on the Rise

According to the 2020 Northridge Group survey, the phone remains consumers’ preferred contact channel because it is currently the most effective and fastest channel for issue resolution. However, over the past five years, consumers’ preference for phone and email has declined while their preference for digital channels has increased. "As businesses invest in creating a seamless and integrated experience across channels, consumers’ preference for and use of digital channels is expected to accelerate given the impacts of COVID-19," says Bryan Gillis, Executive Practice Lead, Quality Solutions & Customer Analytics at The Northridge Group. "The speed and accessibility of online chat, for example, offers the ability to shift more transactional inquiries to channels that provide businesses with higher productivity and a lower cost to serve."

Fast, Easy Service Must Become a Priority

The Northridge Group has published this report annually since 2015 and began including survey responses from business leaders in 2018. The combined 2020 study of more than 1,000 U.S. consumers and more than 250 business leaders continues to shed light on the discrepancy between how business leaders and consumers view investment priorities. While businesses continue to prioritize investments in channel consistency, consumers would prefer they focus on fast and easy service including:

- Increasing speed of issue resolution
- Improving accessibility of service
- Developing knowledgeable service teams

As this year’s report shows, there's no downside in the long run when companies prioritize the customer experience.

Posted by Veronica Silva Cusi, news correspondent

About The Northridge Group:
Company LogoThe Northridge Group is a management consulting firm specializing in Business Transformation Initiatives, Customer Experience, Contact Center Effectiveness, and Quality Monitoring Services. We lead with advanced data analytics and utilize business process redesign to deliver measurable outcomes for our clients. Founded in 1999, the firm serves Fortune 200 and mid-market enterprises in the healthcare, telecom, financial services, travel and transportation industries, as well as key government agencies.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Monitor All Channels

Read today's tip or listen to it on podcast.

Published: Wednesday, January 27, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide SaaS Solutions


CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =