Contact Center Optimization
The Northridge Group – A Leading Management Consulting Firm
Contact Center Consulting
optimizing operations
More than ever, companies are looking for ways to optimize Contact Center operations by providing excellent omni-channel customer service at reduced price points. Inefficiencies in Contact Center operations lead to customers having to make multiple contacts to resolve their issues. This results in increased staffing needs, service deficits, operations running over budget and difficulty meeting customer demand.
Solutions for Your Contact Center Optimization
We offer over 20 years of proven experience for all your WFM needs.
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.
Meet Our Clients
They Believe In Us
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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