Contact Center Management

Contact Center and Customer Experience Assessment

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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

The first step in improving Contact Center performance is determining what issues need to be resolved.

What are the root causes of inconsistent business results or customer dissatisfaction with the Contact Center experience? What is causing high customer churn and low renewal/retention rates? Why are operations costs escalating? What is causing high employee attrition and low employee morale? The answers are often not immediately apparent.

Our Approach

The Northridge Group provides clients with assessments that uncover the root causes of problems.

Our comprehensive end-to-end assessments of current Contact Center operations and/or Customer Experience are designed to identify opportunities to achieve desired experience. We use the results of these assessments to develop detailed recommendations for improvement. Depending upon client need, our assessments may cover core processes, business and customer results, operational results and metrics, customer experience/engagement and technology, as well as human capital issues such as hiring/recruiting, Workforce Management (WFM), training and quality.

Connect with a Contact Center Expert

Team Working to Uncover Root Cause of Problems

Our Solutions

The Northridge Group will assess your Contact Center’s challenges and devise a strategy to help it flourish.

Assessing your Contact Center and customer care processes is the first step to developing a strategy for optimizing your operations and/or improving Customer Experience. We will use our assessment of the current state of your Contact Center and/or customer experience to help define the optimal future state strategy and develop a roadmap to help your business achieve the following goals:

Improve Customer Experience and engagement

Drive operational results and metrics

Optimize Workforce Management (WFM)


Enhance technology, training and quality

Streamline recruiting, hiring and training

leveraging data

Northridge Success

Assessment for Nonprofit Leads to Roadmap for Development of Contact Center Capabilities

A nonprofit focused on providing housing services to homeless and at-risk citizens engaged Northridge to improve Contact Center operations by providing Contact Center subject matter expertise for the development of the team organizational structure, workforce planning insights, technology solutions and a work location model for associates.

Read the Success Story

Northridge Perspectives

The Importance of Quality Monitoring for Government Agency Contact Centers

The Importance of Quality Monitoring for Government Agency Contact Centers

Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.

The Crucial Connection Between CX Tech & Training

The Crucial Connection Between CX Tech & Training

Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.

Proper Contact Center Training Benefits Employee Experience

Proper Contact Center Training Benefits Employee Experience

In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism...

Additional Contact Center Management Services

Workforce Management & Audit Benchmarking

Contact Center Optimization

Customer Experience Consulting

Customer Journey Mapping

Employee Knowledge Management

Resource Utilization Strategy

Contact Center Capacity Planning


Contact Center Design

Let’s Talk About Your Organization

Successful operations and customer service are essential for ensuring customer satisfaction and Contact Center success. But optimizing your operations and providing an exceptional Customer Experience can be challenging without deep insight into your Contact Center’s current operational shortcomings. We will partner with your business to determine the root causes of any Contact Center issues and develop a roadmap for success.

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