Contact Center Management
Change Management & Implementation
Change Is Challenging – Change Management Doesn’t Have To Be
JUST RELEASED!
Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.
Our Approach
Northridge can help lead through change.
When business leaders are unprepared to lead during transition, an organization’s bottom line can suffer. Significant changes to Contact Center operations (such as those impacting people, process and technology) are best handled with thoughtful change management strategies and carefully crafted communications.
Our Solutions
The Northridge Group offers well-tested strategies to prepare Contact Center leaders to lead through the implementation of upcoming consequential changes. Our solutions include:
Development of a consistent approach for addressing change within the organization
Assessment of the timeline for change
Initiative impact analysis
Leadership preparation
Project planning support
Crafting of frontline “what’s in it for me” (WIIFM) approach
PMO support for implementation of change
Appropriate action management – carefully crafted communications/messaging
Skill-building support for impacted staff
Intervention and/or course correction for unsuccessful change efforts
Determine ROI
Our Approach
Our strategic approach to effective communication leads to successful change management.
We help clients master the art of consistent messaging and effective communication to address changes within their organizations. Improvements to technology, processes and behaviors are beneficial to organizations and changes often allow Contact Centers to operate more efficiently. However, change is not always welcomed by the employees who are impacted. Carefully crafted and expertly delivered messaging can ease the transition and ensure acceptance. Appropriate action management allows Contact Center leaders to reduce unnecessary stress and conflict and improve employee engagement throughout the change process.
Our Approach
The Northridge Group’s Contact Center change management strategies ensure successful outcomes for our clients.
A well-implemented change management process yields many benefits to a Contact Center such as decreasing staff turnover and minimizing the impact of the changes on associates. Additionally, a well-managed change process can help Contact Center associates become more agile and responsive to customer needs, resulting in improvements to Customer Experience.
Northridge Success
Training Program Improves Participant Experience and Operational Efficiency for Major Investment Firm
A Fortune 300 investment firm engaged Northridge to design and deliver a structured in-person and remote coaching and training program for frontline Contact Center managers. Results of the engagement included the successful implementation of a new frontline excellence model and improvements in Customer Experience and operational efficiency.
Northridge Perspectives
The Importance of Quality Monitoring for Government Agency Contact Centers
Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.
The Crucial Connection Between CX Tech & Training
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.
Proper Contact Center Training Benefits Employee Experience
In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism...
Additional Contact Center Management Services
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.
