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
- 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
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.
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.
Assessment and recommendations for the effective design, tuning, and measurement for call routing and self-service capabilities.
Workflow analysis and design to drive increased first contact resolution and efficiencies.
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.
Evaluation of the leverage and effectiveness of technology solutions and, if appropriate, the identification of new technologies.
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.