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Customer Experience Consulting

The Northridge Group – A Leading Management Consulting Firm

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Contact Center Consulting

Managing Your Contact Center workforce

 Effective workforce management is the backbone of any successful contact center, yet many managers struggle with balancing the demands of high call volumes, budget constraints, and employee well-being. High costs and overbudgeting can strain resources, while poor staffing strategies during peak times lead to overwhelmed agents and dissatisfied customers. These challenges, coupled with inadequate training and escalating employee burnout, contribute to high attrition rates and reduced operational efficiency.
 
We understand these pain points and specialize in delivering tailored workforce management solutions that optimize your staffing, reduce costs, and enhance employee satisfaction. Our expert team is dedicated to helping you build a workforce that is not only effective but also resilient and engaged, ensuring that your contact center operates at peak performance, even during the busiest times.
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Solutions for Your workforce management

We offer over 20 years of proven experience for all your WFM needs.

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WFM assessment

Our comprehensive end-to-end assessments of current state Workforce Management are designed to outline where the organization stands compared to industry best practices.

Scheduling & Forecasting

Calculating Contact Center volumes to ensure the right amount of agents and the best agents are available at the appropriate times to handle complex or high volume issues.

Data-based Contact Center & Customer Insights

Understanding the motivations of customers in need of assistance, identifying pain points, and offering time-saving, helpful solutions.

Intraday Management

Ensuring specific reactive measures are established and management is prepared to maintain peak performance when unexpected changes occur.

Training & Coaching

We’ll provide in-depth analysis of employee and customer needs to identify areas of training and skill development for improved engagement, information retention and employee confidence.

Optimization of Outsourced Centers

Monitoring and managing offshore centers to provide consistent best in class service.

Content Consolidations

Ensuring continuity and efficiency across all operating contact centers to fit the demands of consumers.

Capacity Planning & Labor Optimization

Leveraging existing resources and identifying what's needed is just one critical step in optimizing every area of your center for optimum productivity.

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The NRG Assessment

Would a full assessment of your contact center operations help you to gain a better understanding of what’s working, what isn’t …and what’s available that will work for your operation? 

We provide businesses with the tools they need to make informed decisions. Once our assessment is complete, our team of experts will work with you to build a custom solution that fits your needs. Our use of state-of-the-art technology guarantees you’ll be able to access your data whenever and wherever you need it. 

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Read our latest blogs & Case Studies

Stop the Talent Drain: Onboarding and Training for the Future

Across industries, companies are increasingly recognizing the negative impact of ineffective or inconsistent new employee onboarding programs. From Fortune 500 corporations to fast-scaling startups, organizations report that insufficient onboarding leads to a host of long-term business problems, including higher turnover, delayed productivity, lower employee engagement, and weakened organizational culture.

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May 5, 2025