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JUST RELEASED!

CX 2023 Report Booklet

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!

CX 2023 Report Booklet
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

Implementation

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 Transformational Power of Quality Monitoring

The Transformational Power of Quality Monitoring

How a robust QM program can remake the CX. This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and...

Automation and AI in Telecom Contact Centers

Automation and AI in Telecom Contact Centers

Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs down. To overcome this challenge, telecom...

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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