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