Contact Center Management
Real-Time Contact Center Management
Evaluate Performance and Mitigate Challenges 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.
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
Improving Customer Experience by Empowering A Compassionate Workforce
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort a customer, who calls in with an issue, a compassionate associate will not only offer comfort but go...
Best Practices of Great Coaches
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their...
“Digital First” and Transforming the Contact Center Associate’s Role
One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here,...
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.
