Workforce Management
Optimizing Staffing. Elevating Performance.
Contact Center Consulting
Managing Your Contact Center workforce
Effective workforce management is the backbone of every high-performing contact center. Leaders today face increasing pressure to balance call volume, budgets, employee well-being, and service levels. Overstaffing strains budgets, understaffing drives burnout, and outdated tools make it harder to see what is actually happening inside the operation.
Our workforce management experts help you build a resilient, cost-effective staffing model grounded in real-time data, operational insight, and practical experience. We design strategies that reduce effort, increase performance, and strengthen employee engagement.
Core capabilities to workforce management excellence
From forecasting to optimization, these core capabilities strengthen operational performance, employee experience, and customer outcomes.
WFM Assessment
Evaluate workforce processes, tools, KPIs, and staffing models to identify opportunities for improvement.
Scheduling and Forecasting
Improve forecast accuracy and coverage alignment using data-driven models and AI augmentation.
Capacity Planning
Design scalable, onshore and offshore capacity plans that match demand and support service-level goals.
Resource Utilization
Maximize agent productivity through intraday management, cross-training, and real-time performance controls.
Training and Coaching
Build leader and agent capabilities with targeted training that improves execution, confidence, and retention.
Labor Strategy and Performance Optimization
Align staffing investments with business needs to reduce operational waste and boost performance.
91% of our clients return, because we build lasting partnerships grounded in trust, collaboration, and proven impact.
experience + excellence
THE NRG WORKFORCE MANAGEMENT ASSESSMENT
A full WFM assessment helps you understand where staffing models are working, where friction exists, and what opportunities can improve productivity and employee experience.
We equip your teams with insights and tools to make informed decisions. Once complete, we design a tailored plan that strengthens your forecasting, staffing, intraday processes, leadership capability, and operational consistency.
Your team receives clear recommendations, a practical roadmap, and ongoing support when needed.
Explore More
- Learn more about our leadership philosophy and strategic approach on our About Us page.
- Discover how our Business Consulting Services deliver measurable results for clients.
- See how our Industry Expertise helps organizations across sectors achieve sustainable performance.
- The Northridge Group is proud to be a Women’s Business Enterprise (WBENC) certified firm.
Frequently Asked Questions for Workforce Management
If these don't give you the answer you're looking for, please reach out to us!
What is a WFM Assessment?
A comprehensive evaluation of forecasting, scheduling, real-time management, tools, and best practices to understand how your workforce model performs today and where opportunities exist to improve efficiency and experience.
How do you improve scheduling and forecasting?
By aligning staffing with demand through data-driven models, AI-enhanced forecasting, historical pattern analysis, and capacity planning that increases accuracy and reduces coverage gaps.
How is attrition reduced?
By strengthening training, engagement strategies, coaching, and operational processes that reduce burnout and create a better employee and customer experience.
What is resource utilization?
Ensuring the right number of agents are deployed at the right times through proactive planning, intraday adjustments, and clear visibility into volume trends and performance.
Do you support labor strategy and planning?
Yes. We support staffing models, market analysis, retention strategies, and guidance on the right labor mix to improve performance and support long-term growth.
