Contact Center Management

Real-Time Contact Center Management

Evaluate Performance and Mitigate Challenges in Real-Time

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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
View Operations in Real Time

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.

Connect with a Contact Center Expert

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


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

leveraging data

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

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...

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

Contact Center Attrition

Labor Strategy & Performance Optimization

Training & Coaching Assessment

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.

Let’s start a conversation

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