Contact Center Management
Change Management & Implementation
Change Is Challenging – Change Management Doesn’t Have To Be
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
Improving Customer Experience by Empowering A Compassionate Workforce
Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level. While an empathetic associate will try to comfort a customer, who calls in with an issue, a compassionate associate will not only offer comfort but go...
Best Practices of Great Coaches
Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways. Coaching contact center associates to drive a differentiated customer experience that delights customers is a tall order for their...
“Digital First” and Transforming the Contact Center Associate’s Role
One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here,...
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.
