Digital Transformation
Helping you achieve optimum success in your Contact Center Operation
Contact Center Consulting
exceptional service
We believe in the power of three: People, Process & Technology. We know, through more than two decades of experience, that organizations that invest equally in each see greater success both in the short and long term. We have witnessed what happens when companies fail at technology or digital transformation when they don’t embrace and utilize all three – employee churn rises due to poor training, bad technology, ineffective KM and processes. Meanwhile, customers become frustrated with poor technology interface, lack of agent knowledge, and having to call multiple times to resolve an issue. Your employees are leaving just as fast as your customers are, and your stuck with clunky platforms and broken processes. This is why, when we are tasked to help any business, we look at all three to see if they are operating to maximum capacity.
But our commitment doesn’t end with a report. We continue to analyze, monitor, and assist during implementation, ensuring that the changes we recommend are not only adopted but also deliver the results you expect. Our goal is to see your contact center thrive, providing exceptional service and operational efficiency.
Our process
End-to-end strategies for optimum success
solving the problems that keep you up at night
Workforce Management
Business Continuity Planning & Crisis Management
Customer Service Experience Management
Budgeting & Cost Management
QA & Compliance
Technology & Infrastructure
Data Analysis & Reporting
Employee Experience Management
Change Management
experience + excellence
The NRG Operational Assessment
Would a full assessment of your current technology platforms help you to gain a better understanding of what’s working, what isn’t …and what’s available that will work for your operation?
We provide businesses with the tools they need to make informed decisions. Once our assessment is complete, our team of experts will work with you to build a custom solution that fits your needs. Our use of state-of-the-art technology guarantees you’ll be able to access your data whenever and wherever you need it.
The Northridge four
Four Areas of Focus Critical to Contact Center Success
Employee Experience (EX)
Through assessment of your current training, coaching and knowledge management processes, we can identify areas of improvement and build actionable plans to build a positive employee experience, , creating a dynamic culture of success.
Customer Experience (CX)
Customer Experience (CX) encompasses every touchpoint and interaction a customer has with a business. When it’s negative, it acts as a bellwether to the rest the rest of the company, signaling that something is broken. We work to identify the broken and build actionable strategies for repair.
Digital Experience (DX)
We work to help organizations fully utilize their current tools while acquiring and implementing new ones, like Artificial Intelligence, needed for optimum effectiveness, creating the best holistically digital experience for both internal users and customers.
Operational Excellence (OpX)
To reach excellence in your operations means everything works in unison – a pull to a push, like an engine. We look at the total operation, breaking it into pieces and assessing each one, building a strategy toward maximum efficiencies, greater ROI, and higher revenue.
Meet Our Clients
They Believe In Us
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Read our latest blogs & Case Studies
5 Good Coaching Frameworks to Drive Better Employee Engagement
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,
Unlocking Efficiency and Excellence: The Benefits of Agent Assist in Contact Centers
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
The Future of Customer Engagement: Personalization on Individual Terms
Customers are now demanding that their interactions with your brand be not only customized, but accurate. Close, but not too close. Learn why.