Consulting Services

Healthcare Contact Center Management

Contact Center Management, Because Patient and Member Satisfaction Counts

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JUST RELEASED!

CX 2023 Report Booklet

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!

CX 2023 Report Booklet

Our Approach

The quality of your Patient and Member Experience is a differentiator in an increasingly competitive and value-driven field

With patient, member, provider, and sponsor expectations along with risk of negative social media mentions at an all-time high, Contact Center operations are taking center stage in the quest for exceptional service and access — creating a need for Contact Center leadership and management that is proactive, flexible, informed, and exceedingly patient-centric.

Our Approach

The Northridge Group specializes in the implementation of transformational change within the full range of our clients’ patient and member service operations.

We provide best-of-breed consulting to brands that recognize effective Contact Center Management as a hallmark of exceptional care. Our consulting model is highly collaborative and designed to maximize the value of customer Contact Centers, while balancing the demands of compliance, quality, inclusion, and compliance. The result is sensible and sustainable end-to-end, cross-functional process improvements.

Connect with a Healthcare Expert

Experience for Transformational Change

Our Solutions

An Outside-In View

Approaching each project with an outside-in view, our team of proven experts enables your organization to realize best-in-class contact center operations. The breadth of recommendations span:

Capacity planning

Workforce optimization

Sourcing decisions

Queue strategy

Workflow design

Use of technology

Metrics

Performance management

Hands-on and Highly Engaged

“Northridge was very hands-on and highly engaged in each step of the project. This is a refreshing difference among consulting groups who often spend much time in a learning curve themselves with very little new information as an output. Northridge brought new, insightful information that has been used to improve efficiency in our operation.”

CALL CENTER SITE DIRECTOR, FORTUNE 50 HEALTHCARE FIRM

Contact Center Supervisors in Training Program

Northridge Success

Contact Center Supervisor Coaching Program Resulted in Transformational Customer Experience Improvement

Northridge provided a Coaching Development program for supervisors in a Fortune 100 contact center. The goal of the program was to drive transformational results in an accelerated time frame. Northridge partnered with the supervisors of five teams over a six-week period to enhance their coaching skills and focus to drive results.

Read the Success Story

Northridge Perspectives

The Impact of ChatGPT on Contact Center Performance

The Impact of ChatGPT on Contact Center Performance

ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. The $10 billion investment...

The Hiring Game Has Changed: Strategies for Solving Staffing Issues

The Hiring Game Has Changed: Strategies for Solving Staffing Issues

This article was originally published on Contact Center Pipeline and can be viewed here.While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service...

Our Contact Center Consulting Services

Effective Contact Centers for Enhanced Customer Experience

Our customer-centered process begins by evaluating channel preferences and service expectations from your customers’ point-of-view. Leveraging critical customer insights and decades of executive-level experience, our Contact Center Management consultants work with your organization to identify important opportunities for process consistency, channel alignment, operational improvements, and financial efficiency—enhancing the lifetime value of customers to your organization.

Workforce Management & Audit Benchmarking

Contact Center Optimization

Customer Experience Consulting

Customer Experience Assessment

Customer Journey Mapping

Employee Knowledge Management

Resource Utilization Strategy

Contact Center Design

Let’s Talk About Your Organization

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

Let’s start a conversation

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