Problem Resolution and Program Management for State Agency

Northridge Identified Key Issues in the Contact Center to Improve Call Handling and Customer Service 

The Department of Employment Security for one of the largest states was confronted with rising unemployment claims and unable to handle mounting call volumes. A Federal Grant was awarded to provide funding for a new phone system with the goals of improved call handling and customer service in the contact centers. 

Northridge identified the requirements for resolving the key issues targeted for improvement with a new phone system. Inadequate trunking, outdated queuing, and a lack of skills-based routing were addressed in the solution. 

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