The Northridge Group
Digital Transformation
Learn why we are the only business consulting group to choose when creating better Contact Centers.
We specialize in helping companies harness the power of technology to revolutionize the way they do business. We believe that technology should work for you, not the other way around—and we’re here to make sure that happens.
Our Approach
We believe in the power of three: People, Process & Technology. We know, through more than two decades of experience, that organizations that invest equally in each see greater success both in the short and long term. We have witnessed what happens when companies fail at technology or digital transformation when they don’t embrace and utilize all three – employee churn rises due to poor training, bad technology, ineffective KM and processes. Meanwhile, customers become frustrated with poor technology interface, lack of agent knowledge, and having to call multiple times to resolve an issue. Your employees are leaving just as fast as your customers are, and your stuck with clunky platforms and broken processes. This is why, when we are tasked to help any business, we look at all three to see if they are operating to maximum capacity.
Technology
Outdated Technology
Working with technology that no longer works for you? This can result in high employee turnover, poor CX scores, inability to scale, and lack of insights and reporting…just to name a few. With an NRG Tech Assessment, we can identify platforms that are no longer serving your operation, identifying those that can, and assist in sourcing and training.
Emerging Technology and AI
Stay ahead of the curve, keep existing customers while creating new ones and empower your employees. Sounds like Utopia? No. It’s finding the right people to help find the right tech platforms to work within your organization. It’s leveraging the power of AI to empower your people for greater EX, CX, and OpX.
Cloud Migration
There are many issues to consider when moving sensitive data to the cloud: security, privacy, governance, legacy system compatibility, cost, and organizational readiness—just to name a few but all equally critical to your operational success. We can build a plan to help your organization remain efficient while your data stays secure.
Omni Channel
Technology can provide many omni-channel solutions that increase agent efficiency and boost the customer experience. These include chat, voice assist, text, email, social and self-service platforms. We can help you identify which of these are best for your operation, source the right one and develop implementation and training strategies.
People
Training
The best technology in the world is useless if the people working within it are not efficiently trained to use it. The NRG tech experts can implement new or existing technology and create robust knowledge modules that are easy for employees to use, while developing standard processes for continued success.
Process
Vendor Selection & Management
Selecting and managing vendors for technology platforms is a critical process that involves thorough research, evaluation, and ongoing management. The experts at NRG help you identify your requirements, manage RFPs and bidding, all the way through selection, implementation, and training.
If you organization is struggling with any of these areas, contact us today. One simple call can lead to long term success.
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64% of business executives at Fortune 500 companies—and 59% and 58% at Fortune 1000 and 2000 respectively—said AI & Emerging Technologies would be their highest priority if choosing only one area of investment
The Northridge Offering
Our services include:
Full Technology Assessment
Call Routing and IVR
Contact Center Migration
Vendor Selection
Technology Adoption and Training
If you’re in need of fewer sleepless nights and more celebrations, contact us today
More Northridge Resources
At Northridge, we are invested in the success of every customer. That’s why we are constantly seeking data and tools to best serve you, your organization, and your customers.
