SERVICES
Our Services

The Northridge Group is a leading management consulting firm, specializing in Customer Experience solutions and Operational Excellence initiatives, utilizing advanced data analytics and business process redesign to deliver results.

Operational Efficiency

Contact Center Management

Customer Experience

Employee Experience

Digital Experience

Operational Excellence

Project Management

Knowledge Management

Workforce Management

Workforce Management Assessment

Capacity Planning

Labor Optimization

Performance Reporting & KPI's

Quality Management

SERVICE DELIVERY

Customer Experience Management & Strategy

Organizational Design

Job Framework

Outsourcing Strategy, Selection & Implementation

EMPLOYEE DEVELOPMENT & ENGAGEMENT

Coaching & Development

NRG Training Assessment

Leadership Development

e-Learning Programs

Performance Management

Career Pathing

New Hire Training & Onboarding

Retention

Quality Monitoring

Quality Monitoring Assessment

Competitive Benchmarking

Contact Center Speech Analytics

Customer Churn Analytics

Mystery Shopping

Voice of the Customer

Channel Management

Chat Management

IVR

Technology

Technology Ecosystem

Agent Assist

Artificial Intellegence

Digital Transformation

Cloud Migration

BUSINESS PROCESS OPTIMIZATION

Dashboards & Scorecards

Data & Analytics

RFP Management

Change Management
INDUSTRIES

Why Choose Northridge?

The Northridge Group is a leading consulting firm with deep operational expertise in helping our clients improve their customer experience, employee experience, digital experience and operational excellence.

Telecom

Insurance

Retail

Government

Healthcare

Financial

Information Technology

Energy & Utilities

RECENT INSIGHTS

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,

Read More »

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

Read More »
ABOUT US
About Northridge Group

The Northridge Group is a leading management consulting firm, specializing in Customer Experience solutions and Operational Excellence initiatives, utilizing advanced data analytics and business process redesign to deliver results.

ABOUT NORTHRIDGE

OUR TEAM

BOARD OF DIRECTORS

CORPORATE SOCIAL RESPONSIBILITY

DIVERSITY & INCLUSION

STRATEGIC PARTNERSHIPS
PERSPECTIVES

Industry Insights

Learn about impactful changes to your industry and get tips you can start applying today.

NRG BLOG

Read perspectives from Northridge’s consulting leaders.

COMPANY NEWS

Stay up to date with Northridge current events.

NRG CASE STUDIES

Learn how Northridge has helped businesses in nearly every industry, non-profit, and governmental agency.

REPORTS & RESEARCH

Explore whitepapers, webinars and Northridge research reports.

RECENT INSIGHTS

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,

Read More »

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

Read More »

NRG Blog: Perspectives

Our industry experts and thought leaders have extensive experience in the industries we serve, including telecom and media, healthcare, enterprise technology, financial services, energy, transportation and government.

Group of call center employees working together

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.

10 Tips for Achieving Excellence

Operational excellence and personal excellence share many similar characteristics and principles. Both fundamentally revolve around continuous improvement, focused goals, and discipline. And neither can be

Redefining Contact Center Productivity for the Modern Associate

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and

Use Call Center KPIs to Turn Consumers into Promoters

From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs

A 4-Part Process to Achieving Optimal Network Connectivity & Cost Efficiency for Telecom Carriers and Businesses

In today’s business landscape, reliable network connectivity is essential for seamless operations and effective communication. This burdens both telecommunications carriers and businesses by requiring them

Reaching Out to Improve the B2B CX

This article was originally published on Contact Center Pipeline and can be viewed here. How well-executed outbound customer contacts can deliver excellent CXs. Providing excellent

The Art and Science of Fiber-Build Modeling

The wireline telecommunications industry is enjoying increased demand for fiber broadband services, which is great for the asset utilization of previous investments, but also points

The Impact of ChatGPT on Contact Center Performance

ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of

The Hiring Game Has Changed: Strategies for Solving Staffing Issues

This article was originally published on Contact Center Pipeline and can be viewed here. While many jobs come with a fair amount of stress, few

Staffing in the New Normal

This article was originally published on Contact Center Pipeline and can be viewed here. Customer needs, current and future labor shortages, and WFH demand savvier

Artificial Intelligence in Healthcare: Knowing AI Ethics

The healthcare industry stands on the precipice of change, facing a series of interconnected challenges that strain the entire healthcare system. These existential pressures include: