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Contact Center Management Success Stories

Learn How Northridge Can Help You Achieve Measurable Improvements in Your Organization

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The Northridge Group has been helping clients like you succeed for over 20 years.

Check out our contact center management success stories for an in-depth look at our services and approach.

Contact Center Assessment Helps a Leading Global Digital Marketplace Improve ROI
Contact Center Assessment Helps a Leading Global Digital Marketplace Improve ROI
WFM Capacity Planning Model Helps Leading Healthcare Insurance Company Reduce Claims Capacity Planning Footprint by 53%
WFM Capacity Planning Model Helps Leading Healthcare Insurance Company Reduce Claims Capacity Planning Footprint by 53%
Upcoming Migration to CCaaS Platform Will Allow Major Investment Firm to Reduce Costs, Automate Services and Better Meet Increasing Customer Expectations
Upcoming Migration to CCaaS Platform Will Allow Major Investment Firm to Reduce Costs, Automate Services and Better Meet Increasing Customer Expectations
Customer Journey Mapping Provided Deep Insights on Performance and Opportunities for Improvement
Customer Journey Mapping Provided Deep Insights on Performance and Opportunities for Improvement
Strengthen Customer Service and Inside Sales Effectiveness to Enable Scale and Growth
Strengthen Customer Service and Inside Sales Effectiveness to Enable Scale and Growth
Frontline Agent Training, Vendor Management, Business Process Improvements and Interactive Dashboarding Drive Improved CX
Frontline Agent Training, Vendor Management, Business Process Improvements and Interactive Dashboarding Drive Improved CX
Hiring and Retention Trends & Strategies for the Contact Center Industry
Hiring and Retention Trends & Strategies for the Contact Center Industry
Best Practices For Reducing Customer Effort To Drive Brand Loyalty
Best Practices For Reducing Customer Effort To Drive Brand Loyalty
Assessment for Nonprofit Leads to Roadmap for Development of Contact Center Capabilities
Assessment for Nonprofit Leads to Roadmap for Development of Contact Center Capabilities
Benchmarking Research Results in an Improved Customer Experience Strategy for a Major Tech Company
Benchmarking Research Results in an Improved Customer Experience Strategy for a Major Tech Company
Large Healthcare Insurance Agency Identifies Nearly $1M in Savings with IVR Redesign
Large Healthcare Insurance Agency Identifies Nearly $1M in Savings with IVR Redesign
Knowledge Management Assessment Leads to Annual Savings of $1.8M for Healthcare Business
Knowledge Management Assessment Leads to Annual Savings of $1.8M for Healthcare Business
Retail Firm Realizes Annualized Savings of Over $3M and Improves NPS by 20 percentage points with Operations Redesign
Retail Firm Realizes Annualized Savings of Over $3M and Improves NPS by 20 percentage points with Operations Redesign
Northridge Helps Large Credit Union Mitigate Risks and Reduce Costs with Data-Driven Workforce Management Planning Models
Northridge Helps Large Credit Union Mitigate Risks and Reduce Costs with Data-Driven Workforce Management Planning Models
Journey Mapping Helps Fortune 100 Communications/Technology Provider Improve Customer Experience
Journey Mapping Helps Fortune 100 Communications/Technology Provider Improve Customer Experience
Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider
Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider
Work From Home – Connecting With Your Employees
Work From Home – Connecting With Your Employees
Work From Home Best Practices
Work From Home Best Practices
The Northridge Group and Presidio Improve Patient Experience with a Contact Center Process Redesign
The Northridge Group and Presidio Improve Patient Experience with a Contact Center Process Redesign
Health Insurance Company to Improve Workforce Recruiting, Associate Retention and Business Performance
Health Insurance Company to Improve Workforce Recruiting, Associate Retention and Business Performance
Health Insurance Company Develops 3-Year Workforce and Real Estate Plan
Health Insurance Company Develops 3-Year Workforce and Real Estate Plan
NRG Helps Federal Agency Transform Paper-Based Processes to Digital
NRG Helps Federal Agency Transform Paper-Based Processes to Digital
Customer Service Restructuring Results in $7M in Annualized Savings
Customer Service Restructuring Results in $7M in Annualized Savings
Contact Center Assessment Yields Roadmap of Improvements
Contact Center Assessment Yields Roadmap of Improvements
Contact Center Operational Readiness Results in Key Benefits
Contact Center Operational Readiness Results in Key Benefits
Northridge & Presidio Deliver a Workforce Optimization Roadmap
Northridge & Presidio Deliver a Workforce Optimization Roadmap
Northridge & Presidio Support Successful Contact Center Migration
Northridge & Presidio Support Successful Contact Center Migration
Inside Sales Call Center Transformation Results in 300% Revenue Growth
Inside Sales Call Center Transformation Results in 300% Revenue Growth
Driving a Differentiated Customer Experience for Healthcare Organization
Driving a Differentiated Customer Experience for Healthcare Organization
Leader in Credit Reporting Saves $2M through Sourcing Support
Leader in Credit Reporting Saves $2M through Sourcing Support
Program Management of VOIP Implementation
Program Management of VOIP Implementation
Strategic Planning Required for a Successful Contact Center Platform Migration
Strategic Planning Required for a Successful Contact Center Platform Migration
End-to-End Contact Center Assessment Optimizes Member Experience
End-to-End Contact Center Assessment Optimizes Member Experience
Call Center Cost Reduction Opportunities Identify $52M+ in Savings
Call Center Cost Reduction Opportunities Identify $52M+ in Savings
End-to-End Assessment Results in Measurable Cost Reductions
End-to-End Assessment Results in Measurable Cost Reductions
Streamlining Service Technician Call Inquiries Produces $9M in Savings
Streamlining Service Technician Call Inquiries Produces $9M in Savings
Business Process Initiative Identifies Savings through Vendor Management
Business Process Initiative Identifies Savings through Vendor Management
Contact Center Roadmap Identifies Clear Investment Priorities
Contact Center Roadmap Identifies Clear Investment Priorities
Workforce Management Drives Improved Service and Cost Savings
Workforce Management Drives Improved Service and Cost Savings
Customer Service Transformation Drives $70M+ in Operating Savings
Customer Service Transformation Drives $70M+ in Operating Savings
Mystery Shopping Improves Policy Roll-Out for Travel Industry
Mystery Shopping Improves Policy Roll-Out for Travel Industry
Provided Contact Center Sourcing Support for Federal Agency
Provided Contact Center Sourcing Support for Federal Agency
Improve CX and Insights through Social Customer Service Program
Improve CX and Insights through Social Customer Service Program
Roadmap for High-Impact, Transformational Changes in Healthcare Org
Roadmap for High-Impact, Transformational Changes in Healthcare Org
How Northridge Designed a Differentiated Customer Experience
How Northridge Designed a Differentiated Customer Experience
Contact Center Coaching Program Results in Transformational Change
Contact Center Coaching Program Results in Transformational Change
$10M+ in Additional Revenue Through Process Improvement
$10M+ in Additional Revenue Through Process Improvement
$40M In-Year Cost Savings through Program Management
$40M In-Year Cost Savings through Program Management
Optimization of Voice Response Menu Drives Improved CX
Optimization of Voice Response Menu Drives Improved CX

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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