Creating a Resource Strategy that Works
A sound resource strategy is pivotal in ensuring your organization’s success.
Distinguishing yourself from competitors is less about products and services and more about creating a stellar customer experience that turns brand-agnostic consumers into longtime loyal customers. Excellent customer experience starts with the right WFM methodology and WFM best practices to ensure optimal resource utilization.
Our Workforce Management Solutions include:
Scheduling and 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
Contact Center Planning
Ensuring continuity and efficiency across all operating contact centers to fit the demands of consumers
Optimization of Outsourced Centers
Monitoring and managing offshore centers to provide consistent best in class service
Data-Based Contact Center & Customer Insights
Understanding the motivations of customers in need of assistance, identifying pain points, and offering time-saving, helpful solutions
Ensuring specific reactive measures are established and management is prepared to maintain peak performance when unexpected changes occur
Looking for a consulting partner to help with your business resource planning? Let’s connect.
Our Workforce Management Services in Action
Work From Home: Best Practices for Service Organizations
In this report, The Northridge Group’s Tina Suthers touches on best practices that contact center leaders can leverage to quickly and effectively support a work at home environment given the COVID-19 crisis.