Contact Center Management

Resource Utilization Strategy

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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

Having the right number of associates in the right locations and the right times is critical.

Determining how many Contact Center associates you need and proactively planning to ensure you have the right number of associates in the right locations at the right times is one of the biggest challenges Contact Center managers face.

Developing Resource Strategy

Our Approach

The Northridge Group can help you develop a Resource Utilization Strategy.

Using proactive, data-driven WFM processes combined with performance risk mitigation plans, we can customize a strategy for your Contact Center that will help you avoid the costly spiral of ongoing understaffing conditions.

Our Approach

Capacity Planning

Our state-of-the-art Capacity Planning Model will help you predict future associate availability and compare that against predicted FTE requirements to determine if your organization is staffed correctly to handle expected workloads. Additionally, our approach will help you:

  • Understand how many people you need
  • Understand how over/short you will be so you can proactively plan coverage options
  • Hire in advance of attrition to prevent service-level impact

Connect with a Workforce Management Expert

Contact Center Workforce Team

Our Solutions

The Northridge Group has solutions for your Contact Center Resource Utilization challenges. We have expertise in:

Facility utilization

Ensuring continuity and efficiency across all operating Contact Centers to fit the demands of consumers

Location strategy

  • Work from anywhere
  • Hub-and-Spoke or hybrid approaches
  • All in office

Remote workforce

Hours of operation crucial for capturing call volume in core hours of operation to yield a better customer experience and overall cost savings

Return to work and WFH best practices

Correctly accounting for resources in a multi-skill environment

Outsourcing to augment staff

Northridge Helps Fortune 50 Enterprise Achieve 30% Cycle Time Improvement

Northridge Success

Northridge Helps Large Credit Union Mitigate Risks and Reduce Costs with Data-Driven Workforce Management Models

Northridge was engaged by one of the nation’s largest credit unions to assess their current state customer service staffing and growth strategies to enable them to base future planning decisions on industry best practices. Northridge recommendations leveraged data-driven workforce management planning to mitigate performance risks and reduce the costs associated with contact center understaffing.

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

Workforce Management Assessment

Contact Center Capacity Planning

Short-Term Forecasting & Scheduling

Real-Time Contact Center Management

Contact Center Attrition

Labor Strategy & Performance Optimization

Training & Coaching Assessment

Let’s Talk About Your Organization

Understaffing and overstaffing are not only costly but risky. Northridge can help!

Let’s start a conversation

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