Contact Center Management

The Northridge Group – A Leading Management Consulting Firm

Contact Center Consulting

Managing Your Contact Center

Running a successful contact center is no easy task, especially when managers are faced with challenges like ineffective coaching and training, outdated or insufficient tools, and a lack of robust knowledge resources for agents. These issues can lead to poor customer service, extended call handle times, produce low first-call resolution rates, and ultimately, employee burnout. At NRG, we specialize in addressing these pain points for large companies, bringing over 20 years of expertise in contact center consulting to the table.

As leaders in this space, we understand the intricacies of contact center operations and the critical impact they have on overall business success. Our approach is tailored to diagnose and resolve the underlying issues that hinder your contact center’s performance. Whether it’s enhancing agent training, implementing cutting-edge technology, or streamlining processes to boost efficiency and morale, we provide actionable solutions that drive measurable results. Let us help you transform your contact center into a powerhouse of productivity and customer satisfaction.

We Solve Real Problems

Solutions for Your contact center

wORKFORCE MANAGEMENT

From resource utilization to labor strategy optimization, we can assist with every aspect of your workforce needs. Schedule 15 minutes to learn more.

QUALITY MONITORING

We employ omni-channel strategies to identify key areas of opportunity for quality and service, offering actionable steps toward greater success. Find out how.

CUSTOMER JOURNEY MAPPING

Mapping your customer journey correctly is key to creating the optimum experience for your customers - and agents. We can you how.

TRAINING PROGRAMS & COACHING SOLUTIONS

We develop frontline excellence training programs and support it with effective coaching solutions, empowering your leaders and agents.

CUSTOMER EXPERIENCE CONSULTING

Through quality monitoring, journey mapping, training, and technology, we can build a robust omnichannel strategy that will create excellent customer experiences.

CONTACT CENTER OPTIMIZATION

Leveraging existing resources and identifying what's needed is just one critical step in optimizing every area of your center for optimum productivity. We can help.

experience + excellence

The NRG Assessment

Would a full assessment of your contact center operations 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.