Contact Center Management

Contact Center Design

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State of CX Research Report

Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.

State of CX Research Report
Contact Center Agents at Work

Our Approach

If you are ready to expand, consolidate or relocate, we can help!

Are you ready to expand your Contact Center operations, open a new Contact Center or consolidate multiple Contact Centers? Site selection and facility planning are among the most important decisions you will have to make as your choices will directly impact your ability to optimize your Contact Center operations in the future.

If you are struggling to identify the right location for your Contact Center or if you are considering consolidation due to inconsistent or disparate performance across centers, Northridge can help with site assessments and best-in-class design strategies.

Our Solutions

The Northridge Group’s Contact Center design and consolidation strategies drive operational and staffing efficiencies.

We assist our clients with all aspects of Contact Center design and development, including:

Current-state assessment

Location analysis

Site strategy

Start-up planning (facility planning, furnishings)

Multi-center performance comparisons/rationalization/selection

Operating efficiencies

Location-specific staffing issues

Workforce management

Remote workforce strategy


Contact Center Agent Following Best Practices

Northridge Insights

Best Practices for Contact Center Call Calibrations

This white paper will provide information to help you facilitate effective calibration sessions that focus on achieving consistency in monitoring and coaching. From what to discuss to who should be involved, learn how to run an effective call calibration process to ensure ongoing monitoring and consistency among agents and across channels.

Read the Whitepaper

Northridge Perspectives

The Importance of Quality Monitoring for Government Agency Contact Centers

The Importance of Quality Monitoring for Government Agency Contact Centers

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.

The Crucial Connection Between CX Tech & Training

The Crucial Connection Between CX Tech & Training

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.

Proper Contact Center Training Benefits Employee Experience

Proper Contact Center Training Benefits Employee Experience

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism...

Additional Contact Center Management Services

Workforce Management & Audit Benchmarking

Contact Center Optimization

Customer Experience Consulting

Performance Management


Change Management

IVR Redesign & Optimization

Technology Assessment

Contact Center Speech Analytics

Let’s Talk About Your Organization

With years of experience in Contact Center design and consolidation, The Northridge Group has the expertise and the tools to help you avoid costly mistakes. Let our team of experts help you make the right decisions now to ensure that your Contact Center operates productively and efficiently for years to come.

Let’s start a conversation

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