Consulting Services
Contact Center Management
Contact Center Management, Because Customer Satisfaction Matters
Our Approach
You have a lot riding on the quality of your Customer Experience.
With customer expectations and the risk of negative social media mentions at an all-time high, Contact Center operations are taking center stage in the quest for exceptional customer service — creating a need for Contact Center leadership and management that is proactive, flexible, informed and exceedingly efficient.
Our Approach
The Northridge Group specializes in the implementation of transformational change within our clients’ customer service operations.
We provide best-of-breed consulting to brands that recognize effective Contact Center Management as a hallmark of exceptional customer service. Our consulting model is highly collaborative and designed to maximize the value of customer Contact Centers, leveraging customer touchpoints for end-to-end, cross-functional process improvements.
Our Solutions
An Outside-In View
Approaching each project with an outside-in view, our team of proven experts enables your organization to realize best-in-class contact center operations. The breadth of recommendations span:
Capacity planning
Workforce optimization
Sourcing decisions
Queue strategy
Workflow design
Use of technology
Metrics
Performance management
Hands-on and Highly Engaged
“Northridge was very hands-on and highly engaged in each step of the project. This is a refreshing difference among consulting groups who often spend much time in a learning curve themselves with very little new information as an output. Northridge brought new, insightful information that has been used to improve efficiency in our operation.”
CALL CENTER SITE DIRECTOR, FORTUNE 50 HEALTHCARE FIRM
Northridge Success
Contact Center Supervisor Coaching Program Resulted in Transformational Customer Experience Improvement
Northridge provided a Coaching Development program for supervisors in a Fortune 100 contact center. The goal of the program was to drive transformational results in an accelerated time frame. Northridge partnered with the supervisors of five teams over a six-week period to enhance their coaching skills and focus to drive results.
Northridge Perspectives
People, Process & Technology and the Intersection of AI: Part 3
In Part 3: Leslie O’Flahaven talks about how AI will impact how agents communicate with customers and the impact it will have on CX scores.
People, Process & Technology and the Intersection of AI: Part 2
People, Process & Technology – and the Intersection of AI: Part 2
People, Process & Technology and the Intersection of AI: Part 1
People, Process & Technology – and the Intersection of AI: Part 1
Our Contact Center Consulting Services
Effective Contact Centers for Enhanced Customer Experience
Our customer-centered process begins by evaluating channel preferences and service expectations from your customers’ point-of-view. Leveraging critical customer insights and decades of executive-level experience, our Contact Center Management consultants work with your organization to identify important opportunities for process consistency, channel alignment, operational improvements, and financial efficiency—enhancing the lifetime value of customers to your organization.
Let’s Talk About Your Organization
With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.