Contact Center Management

Workforce Management & Audit Benchmarking

Optimize Your Call Center Workforce and Cut Costs with Improved Capacity Planning and Scheduling Strategies

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Turning Brand Agnostic Consumers to Longtime Loyal Customers

Distinguishing yourself from competitors is less about products and services and more about creating a stellar customer experience that turns brand-agnostic consumers into longtime loyal customers. Great customer experience starts with designing and employing a customer service team that provides seamless, effortless and personalized customer assistance; but oftentimes, companies rely on chance rather than a strategy to make this happen.

Using Data to Optimize Workforce Management

Our Approach

Workforce Management: From Data to Action

At The Northridge Group, we help clients utilize data analytics to predict needs and customize strategies that are built for change. Our Workforce Management experts evaluate and recommend capacity planning and scheduling strategies to optimize our clients’ workforces and cut their costs.

Our Solutions

Our Workforce Management Solutions include:

Scheduling & Forecasting

Calculating Contact Center volumes to ensure the right amount of agents and the best agents are available at the appropriate times to handle complex or high volume issues.

Contact Center Consolidation

Ensuring continuity and efficiency across all operating contact centers to fit the demands of consumers.

Optimization of Outsourced Centers

Monitoring and managing offshore centers to provide consistent best in class service.

Data-Based Contact Center and Customer Insights

Understanding the motivations of customers in need of assistance, identifying pain points, and offering time-saving, helpful solutions.

Intraday Management

Ensuring specific reactive measures are established and management is prepared to maintain peak performance when unexpected changes occur.

Our Approach

Utilizing Data Insights

By leveraging data insights from your Contact Centers and customers, Northridge can identify issues plaguing your Customer Experience and prepare your workforce with the tools, expertise, and management to address them while reducing costs.

Optimizing your Contact Center efficiency with Workforce Management solutions can contribute to the overall success of your organization, differentiating you from your competitors and building a long-term, loyal following with your customers.

Connect with a Workforce Management Expert

Contact Center Workforce Team
Using Data to Optimize Workforce Management

Northridge Success

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

Northridge was engaged by one of the nation’s largest credit unions to assess their current state customer service staffing and growth strategies to enable them to base future planning decisions on industry best practices. Northridge recommendations leveraged data-driven workforce management planning to mitigate performance risks and reduce the costs associated with contact center understaffing.

Read the Success Story

Northridge Perspectives

Automation and AI in Telecom Contact Centers

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...

How to Manage Multiple Evolving Channels

How to Manage Multiple Evolving Channels

Effective technology application, agent recruitment and training are critical to help customers conduct complex interactions. In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites...

Additional Contact Center Management Services

Workforce Management Assessment

Resource Utilization Strategy

Contact Center Capacity Planning

Short-Term Forecasting & Scheduling

Real-Time Contact Center Management

Contact Center Attrition

Labor Strategy & Performance Optimization

Training & Coaching Assessment

Let’s Talk About Your Organization

In today’s highly competitive marketplace, customer satisfaction is the ultimate measure of your company’s success. Our Contact Center management consulting services deliver improved operational performance and increased revenue by optimizing the Customer Experience, leveraging Contact Center interactions to build lifelong brand advocates and marketplace differentiation.

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