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Workforce Management

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

Turning Brand Agnostic Consumers into Longtime Loyal Customers

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. Great customer experience starts with designing and employing a customer service team that provides seamless, effortless and personalized customer assistance; but oftentimes, companies rely on chance rather than strategy to make this happen.

Workforce Management: From Data to Action

At The Northridge Group, we help clients utilize data analytics to predict needs and customize strategies that are built for change. Our Workforce Management experts evaluate and recommend capacity planning and scheduling strategies to optimize our clients’ workforces and cut their costs.

Learn about our Advanced Data Analytics capabilities

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 Consolidation

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

Utilizing Data Insights

By leveraging data insights from your contact centers and customers, Northridge can identify issues plaguing your customer experience and prepare your workforce with the tools, expertise, and management to address them while reducing costs.

Optimizing your contact center efficiency with Workforce Management solutions can contribute to the overall success of your organization, differentiating you from your competitors and building a long-term, loyal following with your customers.

Read More On Our Blog

Featured Case Study

Northridge Helps Large Credit Union Mitigate Risks and Reduce Costs with Data-Driven Workforce Management Models

Access the Case Study

Northridge’s Contact Center Management Solutions

In today’s highly competitive marketplace, customer satisfaction is the ultimate measure of your company’s success. Our Contact Center Management consulting services deliver improved operational performance and increased revenue by optimizing the customer experience, leveraging contact center interactions to build lifelong brand advocates and marketplace differentiation.

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.

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