The Northridge Group
Solutions tailored to Meet Granite's specific needs
With more than 25 years of experience in business and contact center operations, we take our client’s successes and apply to the next, customizing it every time. We believe this creates a continuum of key performance indicators that define good business practices.
See how our expertise matches your needs below….
Customized Solutions
Customer Experience Mgmt and Strategy
Creating an amazing customer experience is really focused on one thing: the needs and wants of the customer. We look at the customer journey all the way from acquisition to loyalty phase, to advocate.
The key is to understand the journey in both qualitative terms through focus groups, mystery shopping and customer journey mapping, as well as quantitative terms through Customer Satisfaction Scores (CSAT), Net Promoter Scores (NPS), and Voice of the Customer (VOC) data.
We take pride in our immersive approach that allows us to fully understand all the facets that affect the delivery of an A-List customer experience.
Quality Management
In management consulting, Quality Management is often offered as a service to help organizations, especially those with large-scale contact center operations, to maintain and enhance the quality of their customer service offerings. This involves both strategic advice and hands-on implementation support to ensure that best practices are adopted and maintained.
Our services include focus on the following:
- Continuous Improvement
- Standards & Compliance
- Technological Integration
- Strategic Decision Making
- Customer Experience Improvement
Coaching & Leadership Development
Our Frontline Excellence Programs help organizations improve critical service levels, drive an enhanced Customer and Employee Experience and enable consistency across the organization for lasting, scalable results.
Key outcomes include:
- Building and strengthening frontline leadership (manager/director) capabilities
- Enhancing performance management through common cascaded metrics and a dashboard
- Developing a process for regular dialogues on performance through daily huddles and visual display boards
- Creating structured coaching through dedicated coaching time, different coaching formats, and calibrated call evaluation
- Identifying process improvement opportunities and embedding a root cause problem-solving approach at the frontline
Project Management
Project management requires several moving parts – regardless of the size of the project. For project success long after completion, having the right people, processes and technologies in place is critical. Leveraging our 25 years of experience in working with large corporations like yours, we are able to dissect your current process to identify gaps and areas of opportunity.
Performance Management
Transformation and Change Management
Workforce Management
Are your leaders struggling with the balancing the demands of the call center – staffing for high volume times while ensuring employees needs are met? We offer various solutions to WFM, including initial assessment, scheduling & forecasting, contact center attrition, resource utilization, training & coaching, capacity planning, labor strategy & performance optimization.
E-Learning Programs
We specialize in creating dynamic LMS modules that can stand alone or complement existing training programs. We also have expertise in creation of entire training programs, with the blended learning model in mind. Whether it’s new hire onboarding or continuous learning, we have the expertise to help you achieve your goals. Contact us today to learn more about how we can transform your contact center training.
- Self-paced
- Digitized
- Knowledge Assessments
- Static Assets
- Interactive Elements
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Read our latest blogs & Case Studies
The Northridge Group Add Two New Executive Advisors
WBE Firm Names Two Female’s to Advisory Positions PRESS RELEASE FOR IMMEDIATE RELEASE CHICAGO, April 2024/PRNewswire/ — The Northridge Group, an award-winning, women-owned management consulting firm
Stop the Talent Drain: Onboarding and Training for the Future
Across industries, companies are increasingly recognizing the negative impact of ineffective or inconsistent new employee onboarding programs. From Fortune 500 corporations to fast-scaling startups, organizations report that insufficient onboarding leads to a host of long-term business problems, including higher turnover, delayed productivity, lower employee engagement, and weakened organizational culture.
How to Execute an Effective Cost Transformation Strategy in 2025
With any new change in leadership, government agencies as well as enterprise organizations often face a review of current operations and the efficiencies and profitability
