Granite Solutions - Northridge Group

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

We understand that managing performance in a contact center requires a nuanced approach, especially with teams spread across in-office, remote, and hybrid settings. Our strategies involve regular, structured feedback cycles and one-on-one coaching sessions to ensure that each employee receives personalized guidance and support.

We leverage advanced data analytics and reporting tools to monitor key performance indicators and provide actionable insights. This allows managers to effectively track progress, identify areas for improvement, and tailor coaching to enhance both individual and team performance.

Transformation and Change Management

At Northridge, we specialize in equipping leaders with robust strategies and precise communications to guide their teams through transformation seamlessly.

We understand that introducing new technologies, refining processes, and modifying behaviors can significantly enhance efficiency and performance. However, these changes are often met with resistance. That’s why we focus on mastering the art of clear, consistent messaging—ensuring that every stakeholder not only understands the change but is also ready to embrace it.

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

Meet Our Clients

They Believe In Us

we love them

what our clients have to say

"Northridge was very hands on and highly engaged in each step of the project. This is a refreshing difference among consulting groups who often spend much time in a learning curve themselves with very little new information as an output. Northridge brought new, insightful information that has been used to improve efficiency in our operation."

Pamela JamianUnited Healthcare

“Northridge delivered. They told me what they thought they could find in the way of savings and they found it …. They have good analytical capabilities but the key was the industry knowledge they bring to the table. Trust is huge. They’ll deliver as promised.”

Jim KadelaBlueCross BlueShield