Contact Center Management
Workforce Management & Audit Benchmarking
Optimize Your Call Center Workforce and Cut Costs with Improved Capacity Planning and Scheduling Strategies
JUST RELEASED!
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.
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.
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.
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.
Northridge Perspectives
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
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
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
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.
