People, process, and technology. Think of them as a 3-legged stool – all relying on equal balance of weight to function properly. When one leg breaks, the other two are thrown off balance, crashing. We recognize that operations and processes are a key component in the successful performance of day-to-day functions in your contact center.
We work to help you achieve not only balance, but excellence.
Operations teams in contact centers face a variety of challenges and issues, from employee morale to customer satisfaction and loyalty, process issues or underperforming technology platforms. Any one or a combination of these can produce poor results and sleepless nights.
We specialize in immersing ourselves in your business to assess operations and identify areas of opportunity. We create custom solutions specific to your contact center operations – we don’t believe in a ‘one-size-fits-all’ approach. Our team has years of operational experience in the contact center so we help find actionable recommendations that can be operationalized to achieve results.
Areas We Assist
Companies That Trust Northridge
Click here to read client case studies where Northridge was able to identify problems and create strategies that allowed them to initiate change for optimium success.
The Northridge Four
Our four key focus areas to bring about change and drive success
Through assessment of your current training, coaching and knowledge management processes, we can identify areas of improvement and build actionable plans to build a positive employee experience, empowering them, creating a dynamic culture of success.
Customer Experience (CX) encompasses every touchpoint and interaction a customer has with a business. When it’s negative, it acts as a bellwether to the rest the rest of the company, signaling that something is broken. We work to identify the broken and build actionable strategies for repair.
We work to help organizations fully utilize their current tools while acquiring and implementing new ones, like Artificial Intelligence, needed for optimum effectiveness, creating the best holistically digital experience for both internal users and customers.
To reach excellence in your operations means everything works in unison – a pull to a push, like an engine. We look at the total operation, breaking it into pieces and assessing each one, building a strategy toward maximum efficiencies, greater ROI, and higher revenue.
Talk With Our Northridge Experts
Senior Project Lead
Senior Project Lead
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At Northridge, we are invested in the success of every customer. That’s why we are constantly seeking data and tools to best serve you, your organization, and your customers.