Our Services

Contact Center Optimization
 

Our contact center solutions improve customer service, reduce costs, and optimize operations.

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Our Approach

Our contact center solutions improve customer service, reduce costs and optimize operations.

More than ever, companies are looking for ways to optimize Contact Center operations by providing excellent omni-channel customer service at reduced price points. Inefficiencies in Contact Center operations lead to customers having to make multiple contacts to resolve their issues. This results in increased staffing needs, service deficits, operations running over budget and difficulty meeting customer demand.

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Our Approach

The Northridge Group offers Contact Center Optimization services that will allow you to: 

Increase First Contact Resolution (FCR)
Eliminate idle time by automating back-office operations
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Identification, implementation and improvement of self-service capabilities
Better meet the needs of your customer base through an omnichannel strategy that allows customers to use their channel of choice and eliminates the need for customers to repeat their issues on alternate channels.
Operate at a lower “Cost to Serve” while optimizing productivity and increasing efficiency
Improve Customer Experience

Our Approach

It is essential to understand your current operations clearly to achieve operational effectiveness, so our team of experts will begin with an assessment of your current operations. Based on the current state assessment, our recommendations for improvement may include improvements such as digitization/automation, back-office efficiencies and technology enablement. If necessary, we can help you design a Business Process Outsourcing (BPO) solution tailored specifically for your needs. At The Northridge Group, we specialize in Contact Center solutions that will enable you to improve customer service, reduce costs, and optimize your operations.

The State of Customer Experience 2020 Report

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Clients

Trusted by Top Companies Around the Globe

Northridge Perspectives

A Thanksgiving Message

A Thanksgiving Message

Each year, as Thanksgiving approaches, my thoughts turn to the people in my life for whom I am grateful. As always, I am grateful for my family, the Northridge team, our clients and partners, my comradery of peers, and our community.Many people have helped me this...

Artificial Intelligence in Healthcare: Knowing AI Ethics

Artificial Intelligence in Healthcare: Knowing AI Ethics

The healthcare industry stands on the precipice of change, facing a series of interconnected challenges that strain the entire healthcare system. These existential pressures include: Rising rates of chronic/co-morbid conditions Resource constraints including clinical...

The Transformational Power of Quality Monitoring

The Transformational Power of Quality Monitoring

How a robust QM program can remake the CX. This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and...

Additional Contact Center Management Services

Call Center Attrition

Change Management & Implementation

Contact Center Optimization

Contact Center Design

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Contact Center Performance Management

Hiring

Networking

Operations

Talk To Us About Your Organization

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

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