Contact Center Management

Contact Center Attrition

We Can Customize a Retention Strategy to Meet Your Needs

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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

Our Approach

Employee Retention

Do you have trouble hiring and retaining enough Contact Center employees to meet your workforce plans or business needs? Are you finding that employee morale is low and new-hire attrition is high? If so, you’re not alone. Many Contact Centers struggle with high attrition rates and a lack of qualified candidates, but there is hope.

Our Approach

The Northridge Group can work with you to expertly design a better hiring process.

Improvements in hiring processes can significantly reduce Contact Center attrition. The Northridge Group helps clients refine their hiring process through:

  • Job and market analyses
  • Competency modeling
  • Success profiles
  • Assessment and selection processes and tools (such as competency-based interviews and skill/cognitive/fit assessment instruments)
  • Reviewing and adjusting job descriptions to attract a diverse workforce

Connect with a Contact Center Expert

Hiring Process

Our Solutions

Our team of experts will design a workforce retention strategy that meets your specific needs.

We’ll assess the employee engagement trends at your Contact Center and create a plan to improve employee morale, increase productivity and reduce attrition. Our solutions may include:

Improved hiring/onboarding strategies

Assessments of current employee skillsets and identification of gaps in employee skills

Development of compensation plans that are fair and competitive

Defined career pathing that motivates employees and rewards them for their dedication and success

Strategies for keeping employees happy and engaged

Strategies for addressing equity gaps across the organization

Remedies for issues such as new employees failing to thrive and employee performance that doesn’t meet expectations

Optimizing processes and technology to enable a productive remote workforce

leveraging data

Northridge Success

Training Program Improves Participant Experience and Operational Efficiency for Major Investment Firm

A Fortune 300 investment firm engaged Northridge to design and deliver a structured (in-person and remote) coaching and training program for frontline Contact Center managers to support the successful implementation of their new Frontline Excellence Model.

Read the Success Story

Northridge Perspectives

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...

The Impact of ChatGPT on Contact Center Performance

The Impact of ChatGPT on Contact Center Performance

ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. The $10 billion investment...

Additional Contact Center Management Services

Workforce Management & Audit Benchmarking

Workforce Management Assessment

Resource Utilization Strategy

Contact Center Capacity Planning

Short-Term Forecasting & Scheduling

Real-Time Contact Center Management

Labor Strategy & Performance Optimization

Training & Coaching Assessment

Let’s Talk About Your Organization

Northridge helps clients identify the root causes of employee turnover and implement measures to address specific problems, motivate employees and improve associate retention.

Let’s start a conversation

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