A Leader in Business Management Consulting for More Than Two Decades​

Why Choose Northridge?

Operational excellence, contact center expertise and industry experience

The Northridge Group is a leading consulting firm with deep operational expertise in helping our clients improve their customer experience, employee experience, digital experience and operational excellence.  We take a collaborative approach to drive measurable results for our clients using data insights, technology solutions like AI, human capital best practices and process redesign. 

We know that what sets us apart from everyone else – more than 25 years of operational expertise alongside decades of real-world experience in contact center and business process management – positions us to serve our clients in a more holistic, strategic way.

Holistic Approach to Your Business

The Northridge Group works with clients to improve operations by uncovering revenue and cost savings opportunities, removing inefficiencies, streamlining processes and enhancing the end-to-end Customer Experience.
  • Shared Resources & Fixed Assets
  • Turnover Reduction
  • Reduce Labor Rates
  • Scheduling Effectiveness
  • Eliminate Transational Volumes
  • Provide Self-Service Options
  • Drive Process Efficiencies
  • Improve Staffing Utilization
NRG assesses every part of your operation to determine areas of improvement, reduction and increase for higher ROI

Our Services

How The Northridge Group Improves Every Operation

Connect with a Business Leader

Every project at The Northridge Group is approached with a rigorous focus on data analytics, a practical and results-based methodology, and the empathy and experience to understand your organization.

For us, every project is unique, which is why we assemble right-sized, customized teams with operational experts to create solutions tailored specifically to each client and project.

Quality Monitoring

Your Contact Center is the frontline of your business. Our U.S.-based team of experts offers the objectivity and expertise to evaluate agent performance and identify business insights to ensure top-rated customer service.

Data & Analytics

By mobilizing your data and unearthing valuable insights, we help you identify your next key business actions and deliver outcomes that will help you transform your business, enabling future success across your organization.

Process & Management Consulting

Success starts at the top. Our business management consulting helps you transform operations by navigating the change process to drive revenue growth and realize cost savings.

Contact Center Management

Our team will help you achieve best-in-class Contact Center operations by maximizing the value of your sales and service centers and leveraging customer touchpoints for end-to-end, cross-functional process improvements.

Enterprise Technology

We’ll help you offload the burden of technology management with world-class services designed to identify the right technology solutions to meet your business and organizational needs.

Artificial Intelligence is Here. Are You Ready?

Artificial intelligence (AI) tools like chatbots and voice assistants have arrived onto the contact center scene, giving customers the power to find solutions quickly without the need to talk to a human. But that’s not enough to create long-term success—AI tools are expanding to assist contact center agents, elevating the customer experience like never before. Tools like predictive analytics give agents the ability to gain a greater understanding of customers’ needs, as well as sentiment analysis to identify their mood at the time of the call so they adjust language and expedite quickly. Add in Generative AI and now agents hold the keys to provide even more information faster, offering a valuable service that sets you apart from your competition.

It’s what differentiates your business from all the rest. It’s the power you’ve been waiting for and the first step lies in the NRG AI Assessment. Schedule one today.

 

AI and Human Working Together

Our Culture of Collaboration Drives Your Growth

We are a certified women-owned business made up of employee-owners, which fosters a culture of enthusiasm, commitment, loyalty and retention.

Our clients are the beneficiaries of our thriving team, having the support of dedicated, tenured and highly-skilled partners who are motivated to provide exceptional consulting services that deliver bottom-line results.

See How Our Culture Serves You

Our Approach

How Our Results-Oriented Approach Adds Up

As a leading business management consulting firm, we understand the synergy between the journey and the destination. Across all industries, forward-thinking organizations require management consulting services that leverage innovative and collaborative processes to consistently achieve targeted outcomes and program benchmarks.

Our entire consulting approach is grounded in successful project resolution and client satisfaction as our primary goals. Our hands-on consultants serve as authentic partners who are passionate about understanding the right problems and providing innovative solutions that bring sustainable and valuable results to our clients.

Explore How Our Approach Works for You

Recent Northridge Perspectives

The Importance of Quality Monitoring for Government Agency Contact Centers

The Importance of Quality Monitoring for Government Agency Contact Centers

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.

Contact Center Supervisors in Training Program

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.

Read the Success Story

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.

Let’s start a conversation

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