Northridge Helps Large Federal Agency Create High-Level Roadmap for Long-Term Contact Center Investments
A large federal agency sought to evaluate its base capabilities and estimate the cost and effort required to transform its contact center to support a new service offering and new business mission.
Leveraging deep expertise supporting the federal government and a proven evaluation methodology, The Northridge Group assessed the organization’s current capabilities and methods against industry best practices. By conducting market, technical, financial, risk and execution analyses based on qualitative and quantitative criteria, Northridge identified several critical improvement areas, including workforce management, Computer Telephony Integration (CTI) and reporting.
Working collaboratively with the federal agency, Northridge developed an execution roadmap and a guide to required investments. The project included a customized financial model used to predict on-going costs for long-term support of the agency’s new service offering, and a playbook for building out a 24/7 operations with a second support site for load balancing and disaster recovery.
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