A Leader in Business Management Consulting for More Than Two Decades
Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.
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.
How The Northridge Group Improves Every Operation
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.
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.
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.
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.
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.
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.
The ChatGPT Revolution
AI technologies in the contact center have dominated discussions in our industry for the past several months: Are contact centers ready for AI technology; is AI technology ready for the contact center; and most important, how will AI impact the overall Customer Experience?
To answer these questions and others, the editor of Contact Center Pipeline magazine sat down with Nathan Hart, Northridge’s Senior Director of Technology, Solutioning, & Data Analytics, to talk about the implications, benefits, challenges, and best practices of using ChatGPT and other AI technologies.
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.
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.
Recent Northridge Perspectives
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.
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.
Operational excellence and personal excellence share many similar characteristics and principles. Both fundamentally revolve around continuous improvement, focused goals, and discipline. And neither can be truly achieved—in business or life—without a steadfast effort,...
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.