Government Industry
The Northridge Group – A Leading Management Consulting Firm
Industries
Government Contracts
Our firm has built its reputation on assisting government clients with Contact Center, Customer Experience and Employee Experience management solutions that are driven by deep data analytics, key business insights and operational expertise.
Additionally, we manage a wide range of regulatory compliance requirements using an efficient and integrated approach to mitigate risk. Our extensive experience working with government agencies gives us a deep understanding of their unique operating procedures and workplace guidelines. We leverage our extensive private-sector experience and a holistic view of people, process and technology to help local, state and federal agencies decrease operational expenses, optimize call quality and improve Customer Experience so teams can remain focused on serving the public interest.
Our solutions
Build Quality Monitoring Programs
that sustain excellent customer experience, build customer loyalty, and improve employee retention
Utilize Voice of the Customer (VoC)
data from social media, mystery shopping, journey mapping, etc., to define the ideal omnichannel customer experience.
Build Targeted Workforce Management (WFM)
forecasting and planning models that ensure customer service frameworks provide internal efficiency and consistent customer support.
Drive Better Call Routing
to improve sales and First Contact Resolution (FCR) with IVR improvements.
Meet Our Clients
They Believe In Us
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experience + excellence
The NRG Assessment
Would a full assessment of your current 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.
Read our latest blogs & Case Studies
The Importance of Involving Leadership Teams in Workforce Planning
Whether you are a blue chip, mid cap or small company, workforce planning has never been more critical. This is especially true with the boon
Customer Journey Mapping Playbook
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you
Your Customer Service Isn’t Great (but it could be)
Is your customer experience good? Maybe even great? Are you sure? In a recent poll, more than 70% of CX leaders said they expect