Contact Center Management

Contact Center Optimization

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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
Customer contacting support with omni-channel options

Our Approach

Our Contact Center Solutions Improve Customer Service, Reduce Costs and Optimize Operations.

More than ever, companies are looking for ways to optimize Contact Center operations by providing excellent omni-channel customer service at reduced price points. Inefficiencies in Contact Center operations lead to customers having to make multiple contacts to resolve their issues. This results in increased staffing needs, service deficits, operations running over budget and difficulty meeting customer demand.

Our Approach

The Northridge Group offers Contact Center Optimization services that will allow you to:

  • Better meet the needs of your customer base through an omnichannel strategy that allows customers to use their channel of choice and eliminates the need for customers to repeat their issues on alternate channels.
  • Identify, implement and improve of self-service capabilities
  • Increase First Contact Resolution (FCR)
  • Improve Customer Experience
  • Operate at a lower “Cost to Serve” while optimizing productivity and increasing efficiency
  • Eliminate idle time by automating back-office operations
Highly trained and efficient Contact Center Agent
Current State Assessment of Contact Center Operations

Our Approach

Current State Assessment

It is essential to understand your current operations clearly to achieve operational effectiveness, so our team of experts will begin with an assessment of your current operations. Based on the current state assessment, our recommendations for improvement may include improvements such as digitization/automation, back-office efficiencies and technology enablement. If necessary, we can help you design a Business Process Outsourcing (BPO) solution tailored specifically for your needs.

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Customer Experience on Digital Channels

Northridge Insights

State of Customer Service Experience 2020-2021

In today’s marketplace, reducing customer effort is one of the most effective ways to drive growth and ensure loyalty. The COVID-19 pandemic intensified the need for companies to make the customer experience as effortless as possible. Online shopping and digital tools have become the ”new normal” and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquiries has never been greater. The challenges this digital transformation presents for companies will continue post-pandemic, yet most companies are not adequately prepared.

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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

Customer Experience Consulting

Performance Management


Contact Center Design

Change Management

IVR Redesign & Optimization

Technology Assessment

Contact Center Speech Analytics

Let’s Talk About Your Organization

At The Northridge Group, we specialize in Contact Center solutions that will enable you to improve customer service, reduce costs and optimize your operations.

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