All things Contact Center

The leading firm Companies Choose for Contact Center Consulting

Contact Center Consulting

Experience + excellence

It’s about the intersection of People, Process & Technology with four key focus areas — Customer Experience, Employee Experience, Digital Experience and Operational Excellence. It’s about understanding how to maximize one without cannibalizing the other three, creating a fine balance of the very best of each.

This symbiosis, this ying to a yang, allows for an ecosystem where employees are empowered with processes and tools that make their jobs easier, providing customers unparalleled experiences, all while using technology platforms that offer seamless digital handoffs.

After more than 50 years of team experience in the consulting space, we know this is the only way to achieve success.

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THE NORTHRIDGE FOUR

Four critical areas of focus for 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.