The Northridge Group

Operational Excellence

Learn why we are the only business consulting group to choose when creating better Contact Centers.

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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.

Our Process

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.

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The Northridge Group process

Companies That Trust Northridge

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

 

Employee Experience

Employee Experience

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.

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Customer Experience

Customer Experience

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.

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Digital Experience

Digital Experience

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.

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Operational Excellence

Operational Excellence

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.

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Talk With Our Northridge Experts

Petra Seals

Managing Principal

Kelsey Williams

Senior Consultant

Jessica Hoffman

Senior Project Lead


The Northridge Group needs the contact information you provide to us to contact you about our products and services. You may unsubscribe from these communications at anytime. For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, check out our Privacy Policy.

Petra Seals

Managing Principal

Kelsey Williams

Senior Consultant

Jessica Hoffman

Senior Project Lead

The Northridge Group needs the contact information you provide to us to contact you about our products and services. You may unsubscribe from these communications at anytime. For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, check out our Privacy Policy.

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The Northridge Group needs the contact information you provide to us to contact you about our products and services. You may unsubscribe from these communications at anytime. For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, check out our Privacy Policy.

More Northridge Resources

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. 

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