Contact Center Management
Real-Time Contact Center Management
Evaluate Performance and Mitigate Challenges in Real-Time
JUST RELEASED!
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!
Our Approach
Keep an eye on your Contact Center operations in real-time.
Real-time management is an essential Contact Center function. Best practice is to have a real-time management/command center team that keeps an eye on Contact Center operations and is empowered to make adjustments to support the operation while achieving service level objectives.
Our Approach
Northridge can help you establish a real-time management/command center team or help your current team operate more efficiently.
We will enable your real-time management team to compare assigned schedule coverage and anticipated contact volumes to actuals and monitor the health of the routing and technical solutions. The team will be able to make routing or resource management decisions to address unexpected surges in contact volume and determine when to offer overtime, coaching time or voluntary time off to align with the actual trends as they happen. They will also be able to determine the best way to move resources around to hit optimal service levels throughout the day and maximize associates’ development, coaching and training time.
Our Solutions
The Northridge Group drives business results with real-time management solutions for Contact Centers.
Contact Centers that utilize real-time management can strategically overcome scheduling and coverage challenges and achieve their service level objectives. The Northridge Group offers solutions to the following real-time management needs and challenges:
Best practices for process and metrics for defining WFM success
Assessment
Missing business results
Schedule adherence and monitoring
Performance gaps impacting business results
Root cause analysis
Command center strategy and design
Design and implementation support of intraday monitoring tools
Business resiliency and contingency planning
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.
Northridge Perspectives
The Transformational Power of Quality Monitoring
How a robust QM program can remake the CX. This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and...
How Contact Center Quality Monitoring Benefits the Healthcare Industry
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. As such, they are often on the receiving end of...
Automation and AI in Telecom Contact Centers
Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs down. To overcome this challenge, telecom...
Additional Contact Center Management Services
Let’s Talk About Your Organization
The Northridge Group’s real-time management services and support help our clients ensure that their Contact Center operations run smoothly and that they have the right number of associates available to handle customer contacts while also fostering an environment of customer-centricity, collaboration and development.
