Contact Center Management
Change Management & Implementation
Change Is Challenging – Change Management Doesn’t Have To Be
JUST RELEASED!
The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!
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 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...
How Contact Center Quality Monitoring Benefits the Healthcare Industry
The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. As such, they are often on the receiving end of...
Automation and AI in Telecom Contact Centers
Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs down. To overcome this challenge, telecom...
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.
