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The Northridge Group is a leading management consulting firm, specializing in Customer Experience solutions and Operational Excellence initiatives. To learn more about our solutions and how we use advanced data analytics and business process redesign to deliver results, please contact us to have one of our industry or capability leaders get in touch. You can also keep scrolling to explore our success stories and insights below!

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Success Stories

Check out our success stories for an in-depth look at our services and approach.

Contact Center Assessment Redesign Leads to Big Changes in EX

Coaching & Training, Contact Center Management, Customer Experience Consulting, Retail

Training Redesign Helps Leading Healthcare Insurance Provider Improve Member and Provider Experiences

Coaching & Training, Contact Center Management, Customer Experience Consulting, Healthcare

Federal Government Entity Awards Three Successive 5-Year Quality Monitoring Contracts to Northridge

Contact Center Management, Government, Quality Monitoring

Contact Center Assessment Helps a Leading Global Digital Marketplace Improve ROI

Contact Center Management, Retail

WFM Capacity Planning Model Helps Leading Healthcare Insurance Company Reduce Claims Capacity Planning Footprint by 53%

Contact Center Management, Healthcare, Insurance

Enterprise Profitability: Driving Best-in-Class Business Insights in Telecommunications

Cost Transformation, Telecom

Linear Video Cost Analysis: Doing More With Less Than Rapid Development Team

Advanced Data Analytics, Telecom

Telecom Company’s Domestic Network Transformation Results in $300M in Gross Cost Savings Opportunity Across Multiple Major Programs

Cost Transformation, Telecom

Northridge Deep Dive into Data Reveals Optimal Geographic Locations for Fortune 50 Telecom Enterprise Infrastructure Build

Advanced Data Analytics, Telecom

Ongoing Quality Monitoring and Outsourcer Ramp-Up Results in 11%-Point QM Score Improvement

Government, Quality Monitoring

Quality Monitoring Assessment for Large Government Agency Identifies Needed Knowledge Management and Coaching Improvements

Government, Quality Monitoring

Vendor Management Process Transformation for Fortune 50 Telecom Enterprise Establishes Operational Control and Reduces Penalties

Program Management, Telecom

Invoice Payment Process Transformation for Fortune 50 Telecom Enterprise Enables Successful Technology Migration

Business Process Optimization, Telecom

Job Functions Impacting 50M+ Customer Accounts Outsourced for Global Service Provider

Program Management, Telecom

New Vendor Partner Successfully Onboarded For Fortune 50 Telecom Enterprise Through Disciplined Execution Management Approach

Program Management, Telecom

Practical Blockchain Use Cases in Healthcare and Telecom

Healthcare, Information Technology, Telecom

The Northridge Group Delivers a Quality Management Solution for a Communications/Technology Provider

Business Process Optimization, Enterprise Technology, Telecom

Leveraging Data Analytics to Optimize the Customer Experience Webinar

Data & Analytics

How to Take Action in the Face of Data Overload

Data & Analytics

Upcoming Migration to CCaaS Platform Will Allow Major Investment Firm to Reduce Costs, Automate Services and Better Meet Increasing Customer Expectations

Contact Center Management, Enterprise Technology, Financial Services

Customer Journey Mapping Provided Deep Insights on Performance and Opportunities for Improvement

Contact Center Management, Quality Monitoring, Retail

Actionable 3-Year Strategic Roadmap Enables Inside Sales Transformation

Business Process Optimization, Energy & Utilities, Retail

Strengthen Customer Service and Inside Sales Effectiveness to Enable Scale and Growth

Contact Center Management, Financial Services, Retail

Frontline Agent Training, Vendor Management, Business Process Improvements and Interactive Dashboarding Drive Improved CX

Coaching & Training, Contact Center Management, Data & Analytics, Healthcare, Quality Monitoring

Hiring and Retention Trends & Strategies for the Contact Center Industry

Contact Center Management

Best Practices For Reducing Customer Effort To Drive Brand Loyalty

Contact Center Management

Assessment for Nonprofit Leads to Roadmap for Development of Contact Center Capabilities

Coaching & Training, Contact Center Management

Benchmarking Research Results in an Improved Customer Experience Strategy for a Major Tech Company

Contact Center Management, Enterprise Technology

Large Healthcare Insurance Agency Identifies Nearly $1M in Savings with IVR Redesign

Contact Center Management, Healthcare, Insurance

Knowledge Management Assessment Leads to Annual Savings of $1.8M for Healthcare Business

Coaching & Training, Contact Center Management, Healthcare, Retail

Northridge Assists Healthcare Enterprise in Call Recording Platform Transition and Implementation

Business Process Optimization, Healthcare, Information Technology

Training Program Improves Participant Experience and Operational Efficiency for Major Investment Firm

Coaching & Training, Financial Services

Retail Firm Realizes Annualized Savings of Over $3M and Improves NPS by 20 percentage points with Operations Redesign

Business Process Optimization, Contact Center Management, Quality Monitoring, Retail

Northridge Helps Large Credit Union Mitigate Risks and Reduce Costs with Data-Driven Workforce Management Planning Models

Contact Center Management, Financial Services

Journey Mapping Helps Fortune 100 Communications/Technology Provider Improve Customer Experience

Contact Center Management, Enterprise Technology

Customer Service Benchmarking Project Identifies Opportunities for Communications/Technology Provider

Contact Center Management, Enterprise Technology, Quality Monitoring

Work From Home – Connecting With Your Employees

Contact Center Management

Work From Home Best Practices

Contact Center Management

The Northridge Group and Presidio Improve Patient Experience with a Contact Center Process Redesign

Contact Center Management, Healthcare, Information Technology

Quality Monitoring Results in 5% Point Reduction in Customer Complaints

Government, Quality Monitoring

Health Insurance Company to Improve Workforce Recruiting, Associate Retention and Business Performance

Business Process Optimization, Contact Center Management, Financial Services, Healthcare, Insurance

Business Process Assessment and Roadmap Provides Large Enterprise a Strategy for Achieving Corporate Goals

Business Process Optimization, Healthcare

Customer Service Restructuring Results in $7M in Annualized Savings

Business Process Optimization, Contact Center Management, Healthcare, Retail

Contact Center Assessment Yields Roadmap of Improvements

Business Process Optimization, Contact Center Management, Financial Services

Contact Center Operational Readiness Results in Key Benefits

Contact Center Management, Energy & Utilities

Northridge & Presidio Deliver a Workforce Optimization Roadmap

Contact Center Management, Energy & Utilities, Retail

Northridge & Presidio Support Successful Contact Center Migration

Contact Center Management, Energy & Utilities, Information Technology

Program Management Results in 15% Growth over 3 years

Business Process Optimization, Telecom

Quality Monitoring Improvements Lead to Gains in Agent Performance

Financial Services, Quality Monitoring

Quality Monitoring and Vendor Management Yield Major Improvement in CX

Financial Services, Quality Monitoring

Northridge Coaching Program Improves Quality Acceptance Rate

Coaching & Training, Healthcare, Quality Monitoring, Retail

Inside Sales Call Center Transformation Results in 300% Revenue Growth

Contact Center Management, Financial Services, Quality Monitoring

Quality Monitoring Increases Customer Loyalty and Revenue

Business Process Optimization, Financial Services, Quality Monitoring

Driving a Differentiated Customer Experience for Healthcare Organization

Contact Center Management, Healthcare, Quality Monitoring

Business Process Assessment Integrates $1B OpEx Cost Stream

Business Process Optimization, Telecom

Business Process Initiative Creates Cost Reduction Strategy

Business Process Optimization, Telecom

Customer Complaint Program Analysis Identifies Areas to Mitigate Risk

Financial Services, Quality Monitoring

Quality Monitoring Results in 12-Point Improvement in CX Performance

Financial Services, Quality Monitoring

Leader in Credit Reporting Saves $2M through Sourcing Support

Contact Center Management, Financial Services

CTA’s 3-Year Integrated Business Plan for the Command Center

Enterprise Technology, Information Technology, Transportation

Northridge Leads SIP Transition Resulting in Cost Savings

Telecom

NRG Delivers Strategic Sourcing Support for $500M Telecom Contract

Government, Telecom

Program Management of VOIP Implementation

Business Process Optimization, Contact Center Management, Enterprise Technology, Government

Fortune 50 PMO Created for Multi-Billion Dollar Line of Business

Business Process Optimization, Telecom

Program Management of Successful E911 Technical Upgrade

Business Process Optimization, Government, Information Technology

Cost Transformation: A Journey, Not a Destination

Business Process Optimization

The Speed of Sales in a Digital World

Business Process Optimization

Strategic Planning Required for a Successful Contact Center Platform Migration

Contact Center Management, Information Technology, Quality Monitoring

End-to-End Contact Center Assessment Optimizes Member Experience

Contact Center Management, Financial Services

Call Center Cost Reduction Opportunities Identify $52M+ in Savings

Business Process Optimization, Contact Center Management, Healthcare, Insurance

End-to-End Assessment Results in Measurable Cost Reductions

Business Process Optimization, Contact Center Management, Enterprise Technology, Information Technology

Streamlining Service Technician Call Inquiries Produces $9M in Savings

Contact Center Management, Quality Monitoring, Telecom

Business Process Initiative Identifies Savings through Vendor Management

Business Process Optimization, Contact Center Management, Telecom

Operational Assessment Leverages $5M in Cost Savings

Business Process Optimization, Transportation

Contact Center Roadmap Identifies Clear Investment Priorities

Contact Center Management, Government

Workforce Management Drives Improved Service and Cost Savings

Business Process Optimization, Contact Center Management, Healthcare

End-to-End Process Mapping and Optimization Identifies $3M in Savings

Business Process Optimization, Telecom

Business Process Transformation Improves Customer Responsiveness

Business Process Optimization

Business Process Improvement Drives Increase in Resource Efficiencies

Business Process Optimization, Healthcare

Golden Thread Scorecard Drives Focused Alignment on Worldwide Performance

Business Process Optimization, Telecom

Customer Service Transformation Drives $70M+ in Operating Savings

Business Process Optimization, Contact Center Management, Healthcare

Mystery Shopping Improves Policy Roll-Out for Travel Industry

Coaching & Training, Contact Center Management, Transportation

Provided Contact Center Sourcing Support for Federal Agency

Contact Center Management, Government

Multi-Year Improvement Plan Achieves $400M in Network Cost Savings

Business Process Optimization, Telecom

Optimized Infrastructure for New Tech Platform Results in NPV of $100M+

Data & Analytics, Information Technology, Telecom

NRG Assists in Improved Customer Loyalty through Business Insights

Business Process Optimization, Quality Monitoring, Transportation

Compliance Monitoring Allows Firm to Achieve 16% Improvement

Financial Services, Quality Monitoring

Redesign of Agent Evaluation Program and QM Yields Measurable Results

Government, Quality Monitoring

Improve CX and Insights through Social Customer Service Program

Contact Center Management, Data & Analytics, Healthcare

Roadmap for High-Impact, Transformational Changes in Healthcare Org

Contact Center Management, Healthcare

How Northridge Designed a Differentiated Customer Experience

Contact Center Management, Healthcare

Fortune 50 Enterprise Embarks on Cost Transformation Journey

Business Process Optimization, Healthcare

Telecom and Optimization Audit Yields Annual Savings of $1.4M

Business Process Optimization, Healthcare, Insurance, Telecom

Contact Center Coaching Program Results in Transformational Change

Coaching & Training, Contact Center Management, Telecom

Business Process Improvement Drives Cycle Time Reduction

Business Process Optimization, Telecom

Mystery Shopping Reduces Potential Compliance Violations by 70%

Quality Monitoring, Transportation

$10M+ in Additional Revenue Through Process Improvement

Coaching & Training, Contact Center Management, Government

$40M In-Year Cost Savings through Program Management

Business Process Optimization, Contact Center Management, Telecom

36% Improvement in Post-Sales Process Issues Drives Revenue Generation

Financial Services, Quality Monitoring

Optimization of Voice Response Menu Drives Improved CX

Contact Center Management, Healthcare, Quality Monitoring

Perspectives

Learn about impactful changes to your industry and get tips you can start applying today.

Empowering Employee Experience in the AI-Driven Contact Center: A Strategic Guide for Executives

Coaching and Training, Contact Center Management, employee, Employee Experience

The contact center industry is at a crossroads. According to a 2024 Market Study on AI and contact centers,“there is no shortage of optimism regarding the transformative potential of generative AI. 81% of contact center leaders expect technology to make an impact.”*...

5 Good Coaching Frameworks to Drive Better Employee Engagement

Coaching and Training, Contact Center Management, employee, Employee Experience

In the fast-paced, customer-centric world of contact centers, a key driver of success is employee engagement. Engaged employees are more productive, provide better customer service, and are less likely to leave their jobs. Creating employee engagement has changed...

Unlocking Efficiency and Excellence: The Benefits of Agent Assist in Contact Centers

Coaching and Training, Contact Center Management, employee, Employee Experience

As we continue to delve into the subject of Employee Experience, we explore the benefits of Agent Assist and how this technology can increase employee satisfaction, reducing burnout and churn, while creating happy, brand-loyal customers. Unlocking Efficiency...

State of Customer Service Experience Reports

Featured White Papers

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State of CX 2023 Research Report Part II

State of CX 2023 Research Report Part II

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Thank You for Your Interest in The Northridge Group.

Success Stories

Perspectives

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