Contact Center Management
Workforce Management & Audit Benchmarking
Optimize Your Call Center Workforce and Cut Costs with Improved Capacity Planning and Scheduling Strategies
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!
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.
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 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.
Ensuring specific reactive measures are established and management is prepared to maintain peak performance when unexpected changes occur.
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 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.
Hidden Savings Opportunities for Healthcare Contact Centers
Contact centers represent an essential arm of the healthcare industry. When patients have questions or concerns regarding their billing and other logistical issues, they need to be able to seek the answers they need without tying up the resources of their physician’s...
Leverage Healthcare Technology to Enhance Patient Retention
If healthcare managers and small-to-medium-sized business (SMB) healthcare practitioners can agree on anything, it’s that acquiring new patients is both costly and challenging. Conversely, retaining existing patients is far more achievable and economically viable,...
Improve Medicare Star Rating Numbers by Teaching Kindness
Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star...
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.