Contact Center Management

Workforce Management Assessment

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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
Understanding Workforce Management Needs

Business Challenge

Do you need help identifying your workforce management shortcomings?

  • Why are desired service levels out of reach?
  • When should more people be hired and how many?
  • What is the most optimal way to staff to meet peak demands throughout the day?
  • Are the tools and processes used in line with industry best practices?

Successfully achieving performance targets requires accurate planning and execution.

Our Solutions

The Northridge Group offers Workforce Management Assessments to help identify our clients’ Workforce Management needs.

Our comprehensive end-to-end assessments of current state Workforce Management are designed to outline where the organization stands compared to industry best practices. Detailed recommendations are provided for the key areas of Workforce Management related to people, process, and technology.

Our Workforce Assessments provide comprehensive feedback that is useful for:

  • Long-term and short-term forecasting
  • Scheduling
  • Real-time intraday management
  • Managing WFM core processes and tools
  • Measuring and achieving business results and metrics
  • Improving WFM organization effectiveness

Connect with a Workforce Management Expert

Consulting Team Working on Workforce Management

Our Solutions

Our Workforce Management Assessments help Contact Center leaders address a variety of challenges, including:

Anticipating staffing needs and strategizing to meet them

Rising cost per contact

Transformation from a small contact center to support growth

Preparing for new legislation and regulations that impact contact center operations

Concerns regarding WFM metrics, best practices, calculations or standards

The need for help sizing or calculating ROI for initiatives or automation

Using Data to Optimize Workforce Management

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 Transformational Power of Quality Monitoring

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...

Automation and AI in Telecom Contact Centers

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

Workforce Management & Audit Benchmarking

Resource Utilization Strategy

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

With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.

Let’s start a conversation

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