A Leader in Business Management Consulting for More Than Two Decades
Why Choose Northridge?
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
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.
INDUSTRY INSIGHTS
Get Your FREE 2024 Executive Research Report Now!
Explore the future of contact centers with our 2024 Industry Report. Discover key trends and insights from C-Suite executives on the impact of AI and automation. Download your free report now to stay ahead in your industry!
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.
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.
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.
Recent Northridge Perspectives
Empowering Employee Experience in the AI-Driven Contact Center: A Strategic Guide for Executives
The contact center industry is at a crossroads. According to a 2024 Market Study on AI and contact centers,“there is no shortage of optimism regarding the transformative potential of generative AI. 81% of contact center leaders expect technology to make an impact.”*...
5 Good Coaching Frameworks to Drive Better Employee Engagement
In the fast-paced, customer-centric world of contact centers, a key driver of success is employee engagement. Engaged employees are more productive, provide better customer service, and are less likely to leave their jobs. Creating employee engagement has changed...
Unlocking Efficiency and Excellence: The Benefits of Agent Assist in Contact Centers
As we continue to delve into the subject of Employee Experience, we explore the benefits of Agent Assist and how this technology can increase employee satisfaction, reducing burnout and churn, while creating happy, brand-loyal customers. Unlocking Efficiency...
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.
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.
