digital experience (DX)
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Contact Center Consulting
The NRG digital experience process
What happens when the right platforms have been purchased but never fully implemented? Or worse yet, never purchased to begin with? The goal of many tech companies is to simply sell their product. If they’re not fully utilized, it’s your problem to bear, which means your ROI is MIA. Throughout our years as consultants, we know that while these situations are common, they are also fixable.
The specialists at NRG are adept at assessing your current platforms and the processes in their native habitat, identifying areas for improvement, or needed additions.
8 steps to Digital experience success
We know the issues you’re facing. We have the expertise to fix them.
The NRG assessment
Identifying underperforming platforms and develop a solution strategy within your budget with tech that fits your needs.
change management
Prepare for and manage the change process. This includes communicating the benefits of the new technology to the team, addressing resistance, and maintaining a positive attitude towards change.
training & support
Create employee training and knowledge modules for faster onboarding and adoption, ease of use for the long term.
stakeholder engagement
Change is more effective when stakeholders from the boardroom to the frontline are engaged and invested.
research & Sourcing
We only make recommendations after they have been thoroughly vetted, with sourcing meeting your budget and KPI benchmarks.
implmentation strategy
Some consultants will provide you with big books full of assessment results but no implementation strategy. At NRG, we make sure your team knows exactly what they need to do to create real change for big success.
monitor and evaluate
During our work with you, our experts will monitor and evaluate every area of your operation to fully understand the opportunities … and how to embrace them. Once changes begin, we continue to review, making sure the events are leading to the right outcome.
Scale & Optimize
We work with you to build business optimization strategies that can poise your business for appropriate scale and optimization.
experience + excellence
The NRG Digital Assessment
Would a full assessment of your current technology platforms 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.
THE NORTHRIDGE FOUR
Four critical areas of focus for contact center success
Employee Experience (EX)
Through assessment of your current training, coaching and knowledge management processes, we can identify areas of improvement and build actionable plans to build a positive employee experience, , creating a dynamic culture of success.
Customer Experience (CX)
Customer Experience (CX) encompasses every touchpoint and interaction a customer has with a business. When it’s negative, it acts as a bellwether to the rest the rest of the company, signaling that something is broken. We work to identify the broken and build actionable strategies for repair.
Digital Experience (DX)
We work to help organizations fully utilize their current tools while acquiring and implementing new ones, like Artificial Intelligence, needed for optimum effectiveness, creating the best holistically digital experience for both internal users and customers.
Operational Excellence (OpX)
To reach excellence in your operations means everything works in unison – a pull to a push, like an engine. We look at the total operation, breaking it into pieces and assessing each one, building a strategy toward maximum efficiencies, greater ROI, and higher revenue.
Meet Our Clients
They Believe In Us
Over 90% of our clients are repeat customers who have gone on to refer us to others. We are the firm that companies trust for contact center consulting.
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