Contact Center Management

Change Management & Implementation

Change Is Challenging – Change Management Doesn’t Have To Be

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State of CX Research Report

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.

State of CX Research Report
Change Management Team

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.

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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.

leveraging data

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.

Read the Success Story

Northridge Perspectives

The Importance of Quality Monitoring for Government Agency Contact Centers

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

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

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

Workforce Management & Audit Benchmarking

Contact Center Optimization

Customer Experience Consulting

Performance Management


Contact Center Design

IVR Redesign & Optimization

Technology Assessment

Contact Center Speech Analytics

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.

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