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.
State of Customer Service Experience 2019
“Fascinating, packed with insightful data and factoids that anybody interested in customer experience and customer service will find extremely useful.” – Peter Lavers: Think CX
New customer experience data provides a clear message for businesses! According to the 2019 report, consumers are unforgiving when it comes to poor customer experience.
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.
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.
- AT&T and NRG Co-Host CIS at Inspiring Futures
- The Northridge Group is proud to be on Consulting Magazine’s 2019 List of Fastest Growing Firms
- Bryan M. Gillis Joins The Northridge Group As Executive Leader, Quality Solutions and Customer Analytics
- Northridge Appoints Ann Ziegler and Kathryn Sullivan to Board of Directors
- Northridge Expands Geographic Footprint With Opening of New Metro Atlanta Office
- Northridge Selected to Perform Technology Assessment for University of Oregon
Recent Blog Posts
Corporate Social Responsibility (CSR) is hardly a new concept for businesses, but it is quickly becoming a pivotal component for success. For many businesses, the primary reason to become socially responsible is quite simple; it is the right thing to do. Originally,...
When Quality programs measure agent performance, it is tempting to create “check the box” procedures that are very uncompromising. The rationale is that this creates very clear expectations for the agents and allows them to make adjustments to their behavior that...