Contact Center Management

Contact Center Design

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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


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

Hidden Savings Opportunities for Healthcare Contact Centers

Hidden Savings Opportunities for Healthcare Contact Centers

Contact centers represent an essential arm of the healthcare industry. When patients have questions or concerns regarding their billing and other logistical issues, they need to be able to seek the answers they need without tying up the resources of their physician’s...

Leverage Healthcare Technology to Enhance Patient Retention

Leverage Healthcare Technology to Enhance Patient Retention

If healthcare managers and small-to-medium-sized business (SMB) healthcare practitioners can agree on anything, it’s that acquiring new patients is both costly and challenging. Conversely, retaining existing patients is far more achievable and economically viable,...

Improve Medicare Star Rating Numbers by Teaching Kindness

Improve Medicare Star Rating Numbers by Teaching Kindness

Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star...

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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