Workforce Management

Resource Planning Solutions

Optimize your call center workforce and cut costs with improved capacity planning and scheduling strategies

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

Intraday Management

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.

Featured Blog

4 Best Practices for Workforce Management Capacity Planning

Full Blog

Featured Report

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.

Access the Report

Talk To Us About Your Organization

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

Let’s start a conversation

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