State of Customer Service Experience 2020
New Customer Experience Data Finds 68% of Consumers Increased Online Shopping During the COVID-19 Pandemic
As Consumers Migrate Online, Demand for Fast, Effortless Service Intensifies
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.
Your customers are your business. We’ll listen to what they’re saying, show you what they’re experiencing and recommend how you can serve them better.
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.
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.
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 touch points for end-to-end, cross-functional process improvements.
We’ll help you offload the burden of telecom and technology management with world-class services designed to identify the right technology solutions to meet your business and organizational needs.
Omni-Channel Quality Monitoring
Customers are contacting your organization across and within a range of channels – phone, email, chat, mobile/text, and social media. Our team of U.S.-based quality monitoring experts objectively listen with an analytical ear, capturing and evaluating critical customer insights across channels and converting that customer feedback into a true business advantage for our clients.
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, passionate about understanding the right problems, and providing innovative solutions that bring sustainable and valuable results to our clients.
Years of Service
Employees & Consultants
Client Projects Across Industries
Of Clients Would Recommend Northridge
Featured Case study
Transformation of Customer Service Organization Leads to $70M+ in Operating Savings for Leading Healthcare Organization
Northridge’s Customer Experience Management Services resulted in a leading healthcare organization significantly reducing costs and improving the quality of their customer experience.
Northridge is Here to Help
COVID-19 Resource Center
As we navigate the unusual circumstances COVID-19 has introduced, Northridge’s mission will not pause. We will continue to deliver services to our clients and will look for ways to help uplift communities, support and protect our neighbors, and contribute good to the situation we are all in.
Northridge has developed a set of resources, including best practices, tips and toolkits, for businesses to leverage as they navigate the impacts of coronavirus. Click below to learn more and please do not hesitate to reach out if we can support your team in any way.
- NRG Announces Two New Executive Positions with Hiring of Chief Growth Officer and Chief Human Capital, Diversity and Inclusion Officer
- New Study by NRG Finds 68% of Consumers Increased Online Shopping During the COVID-19 Pandemic
- NRG and Tethr Announce Strategic Partnership Using Voice of Customer Data
Recent Blog Posts
Workforce Management (WFM) Capacity Planning is all about making sure you have the right people hired and trained in the appropriate skill set when they are needed. This type of planning also serves as the basis to complement other Workforce Management processes such...
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020 State of Customer Service Experience report found that customers find it difficult to contact a brand and are frustrated by negative customer service experiences....