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 Contact Center Management

Contact Center Management, Because Customer Satisfaction Matters

You have a lot riding on the quality of your customer experience.

With customer expectations and the risk of negative social media mentions at an all-time high, contact center operations are taking center stage in the quest for exceptional customer service — creating a need for call center leadership and management that is proactive, flexible, informed and exceedingly efficient.

The Northridge Group specializes in the implementation of transformational change within our clients’ customer service operations.

We provide best-of-breed consulting to brands that recognize effective Contact Center Management as a hallmark of exceptional customer service.

Our consulting model is highly collaborative and designed to maximize the value of customer contact centers, leveraging customer touch points for end-to-end, cross-functional process improvements.

Approaching each project with an outside-in view, our team of proven experts enables your organization to realize best-in-class contact center operations. The breadth of recommendations span:

  • Capacity planning
  • Workforce optimization
  • Sourcing decisions
  • Queue strategy
  • Workflow design
  • Use of technology
  • Metrics
  • Performance management

Hands on and Highly Engaged

“Northridge was very hands on and highly engaged in each step of the project. This is a refreshing difference among consulting groups who often spend much time in a learning curve themselves with very little new information as an output. Northridge brought new, insightful information that has been used to improve efficiency in our operation.”

Call Center Site Director, Fortune 50 Healthcare Firm

Our Contact Center Management Solutions Yield Quick Wins and Real Results.

Read more highlights from this case study here

targeted weeks of training for Fortune 100 contact center

basis-point increase in First Call Resolution

%

fewer service cancellations

Our Call Center Consulting Services

Effective Contact Centers for Enhanced Customer Experience

Our customer-centered process begins by evaluating channel preferences and service expectations from your customers’ point-of-view. Leveraging critical customer insights and decades of executive-level experience, our Contact Center Management consultants work with your organization to identify important opportunities for process consistency, channel alignment, operational improvements and financial efficiency—enhancing the lifetime value of customers to your organization.

Contact Center Operational Assessment

Comprehensive analysis of your contact center operational model to ensure the highest level of effectiveness and efficiency based on the needs of customers and the business model.

Interactive Voice Response (IVR) Redesign and Optimization

Assessment and recommendations for the effective design, tuning, and measurement for call routing and self-service capabilities.

Business Process Optimization

Workflow analysis and design to drive increased first contact resolution and efficiencies.

Workforce Management

Evaluation and recommendation of capacity planning, scheduling, and workforce optimization technologies and processes.

Social Customer Service

Operational design and implementation of Social Customer Service to drive high levels of engagement and issue resolution with the accelerated cycle times that customers demand from this channel.

Technology Assessments, Sourcing and Migration

Evaluation of the leverage and effectiveness of technology solutions and, if appropriate, the identification of new technologies.

Contact Center Staff Coaching

Effective coaching processes that inspire and provide supervisors and managers with the skills, structure and processes they need to consistently deliver effective coaching sessions and drive breakthrough performance.

At Northridge, our Call Center Consulting Services deliver improved operational performance and increased revenue by optimizing the customer experience, leveraging contact center interactions to build lifelong brand advocates and marketplace differentiation.

Access Our Latest Blog on The Value of Data-Driven Insights for Contact Centers

Featured Case study

Northridge Contact Center Process Improvement and Training Yields $10 Million in Additional Revenue for Large Federal Agency

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Talk To Us About Your Organization

With experience across nearly every industry, non-profit, and governmental agency, we have the team to help you achieve your goals.

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