Operational Excellence

The leading firm Companies Choose for Contact Center Consulting

All Things Contact Center

Creating seamless connections

Operations teams in contact centers face a variety of challenges and issues, from employee morale to customer satisfaction and loyalty, process issues or underperforming technology platforms. Any one or a combination of these can produce poor results and sleepless nights.

We specialize in immersing ourselves in your business to assess operations and identify areas of opportunity. We create custom solutions specific to your contact center operations – we don’t believe in a ‘one-size-fits-all’ approach. Our team has years of operational experience in the contact center so we help find actionable recommendations that can be operationalized to achieve results.

Our Solutions, Your Success

Nine Key Areas

We leverage the more than 20 years of hands-on experience in contact center management and consulting to concentrate on 9 critical areas of need.

We work with you to identify which – or all – of these hold opportunities for your organization.

Workforce Management
Technology & Infrastructure
Quality Assurance & Compliance
Data Analysis & Reporting
Customer Experience Management
Budgeting & Cost Control
Crisis Management
Employee Experience & Engagement
Change Management

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.