A Leader in Business Management Consulting for More Than Two Decades
JUST RELEASED!
The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!
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.
Our Services
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.
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.
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.
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.
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.
FEATURED NEWS
How to Manage Multiple Evolving Channels
In this latest perspective, Mary Kane, Northridge Group’s Healthcare Practice Leader, shares how providing outstanding omnichannel service leads to customer engagement and loyalty, frontline associate retention, and ongoing business growth.
FEATURED NEWS
How to Manage Multiple Evolving Channels
In this latest perspective, Mary Kane, Northridge Group’s Healthcare Practice Leader, shares how providing outstanding omnichannel service leads to customer engagement and loyalty, frontline associate retention, and ongoing business growth.
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
The Impact of ChatGPT on Contact Center Performance
ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. The $10 billion investment...
Increasing Contact Center Efficiency by Increasing Associate Ramp Speeds
A challenge our clients frequently encounter is difficulty keeping their contact centers staffed efficiently with the right balance of experienced associates and new hires. Attrition is a continuing problem, and it can take up to a year for new associates to become...
The Hiring Game Has Changed: Strategies for Solving Staffing Issues
This article was originally published on Contact Center Pipeline and can be viewed here.While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service...
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.
