Northwestern Mutual Drives Contact Center to New Heights

Have you ever wanted to make your contact center best-in-class? Sounds a little like putting a can of Whoopass in your contact center! That would be impressive! Northwestern Mutual thought so.

Northwestern Mutual came to us in 2014 looking for help. Working with yours truly and the Interactive Intelligence strategic consulting team, Northwestern Mutual was peppered with over 350 questions in a week-long series of meetings and interviews in November 2014. The result? A contact center maturity model assessment delivering a roadmap with more than 130 recommendations. Jim LeMere and his team have already leveraged 40 recommendations so far with dramatic results, including:

  • Highest service levels in five years (Image 1)
  • Increased first call resolution – up five percent year-over-year (Image 2)
  • Decreased attrition, resulting in contact center savings (Image 3)

Sweeping improvements were made with a focus on gamification, employee recognition and fun—keeping team members engaged and on board during the transformation.

What’s next for Northwestern Mutual? Technology ramp up! New call center platform – ACD, IVR, virtual queuing, estimated wait time, call recording, voice of customer, website self-service and more.

So do you want to be like Northwestern Mutual and put cans of Whoopass in your contact center? We’d love to help you.

We understand that if you’re running a contact center, you’re most likely laser-focused on delivering an outstanding customer and agent experience. You’re probably so focused that you haven’t had time to think big picture. But we do. That’s our job.

We’ll provide you an outside view in– an objective microscope on strategy and leadership, enabling technology, aligned and skilled employees, and supporting processes and business intelligence.  You can’t do this alone, and really, you shouldn’t have to.

Contact us to help with your transformation, and we’ll get you to the next level of contact center maturity.

Image 1: Northwestern Mutual Service Levels

Image 1: Northwestern Mutual Service Levels

Image 2: Northwestern Mutual First Call Resolution

Image 2: Northwestern Mutual First Call Resolution

Image 3: Northwestern Mutual Cost Savings

Image 3: Northwestern Mutual Cost Savings

Todd Marthaler

Todd Marthaler

I am a 20 year veteran of the contact center field and a Contact Center Strategic Consultant with Interactive Intelligence since April 2013. Before joining Interactive, I was a business analyst and client services manager for a top Interactive Intelligence partner. I’ve managed several multichannel and multi-site contact center operations with Fortune 500 Companies in the retail, hospitality, utility, and service verticals. I have a passion for positioning the companies I service to deliver the ultimate customer experience. I also have expertise in IVR and call flow design, workforce management Implementation, workflow optimization, operations management, quality assurance and voice of the customer programs. In addition to speaking and consulting engagements, I frequently write for Contact Center Pipeline, present at partner events and deliver educational webinars. I’ve been an active member of ICMI and SOCAP. I hold a bachelor’s degree from Northwestern University in Journalism and a master’s certificate from St. Catherine’s University in Organizational Leadership.