Consulting Services

Contact Center Management

Contact Center Management, Because Customer Satisfaction Matters

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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

Our Approach

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 Contact Center leadership and management that is proactive, flexible, informed and exceedingly efficient.

Our Approach

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 touchpoints for end-to-end, cross-functional process improvements.

Connect with a Contact Center Expert

Experience for Transformational Change

Our Solutions

An Outside-In View

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


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.”


Contact Center Supervisors in Training Program

Northridge Success

Contact Center Supervisor Coaching Program Resulted in Transformational Customer Experience Improvement

Northridge provided a Coaching Development program for supervisors in a Fortune 100 contact center. The goal of the program was to drive transformational results in an accelerated time frame. Northridge partnered with the supervisors of five teams over a six-week period to enhance their coaching skills and focus to drive results.

Read the Success Story

Northridge Perspectives

The ChatGPT Revolution

The ChatGPT Revolution

This article was originally published on Contact Center Pipeline and can be viewed here. Will, and How, This New Technology Model Help Contact Centers? For the past several months the technology conversation has been dominated by the emergence of ChatGPT, first GPT-3,...

How Self-Serve Healthcare Technologies Empower Patients

How Self-Serve Healthcare Technologies Empower Patients

For decades, patients have had limited options for accessing healthcare services, scheduling appointments, or even paying bills. The traditional healthcare journey for a patient looked something like the following scenario. A prospective patient calls a receptionist...

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...

Our Contact 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.

Workforce Management & Audit Benchmarking

Contact Center Optimization

Customer Experience Consulting

Customer Experience Assessment

Customer Journey Mapping

Employee Knowledge Management

Resource Utilization Strategy

Contact Center Design

Let’s Talk About Your Organization

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

Let’s start a conversation

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