Workforce Management
The Northridge Group – A Leading Management Consulting Firm
Contact Center Consulting
Managing Your Contact Center workforce
Solutions for Your workforce management
We offer over 20 years of proven experience for all your WFM needs.
WFM assessment
Our comprehensive end-to-end assessments of current state Workforce Management are designed to outline where the organization stands compared to industry best practices.
Scheduling & Forecasting
Scheduling and forecasting appropriately to manage incoming volume can increase EX and CX, as well as operational flow.
contact Center Attrition
Reduce attrition by applying best practices from training & coaching programs, KM resources, engagement programs and advancement opportunities.
Resource Utilization
Ensuring specific reactive measures are established and management is prepared to maintain peak performance when unexpected changes occur.
Training & Coaching
We’ll provide in-depth analysis of employee and customer needs to identify areas of training and skill development for improved engagement, information retention and employee confidence.
contact Center Capacity Planning
Monitoring and managing onshore and offshore centers to provide consistent best in class service.
Labor Strategy & Performance Optimization
Leveraging existing resources and identifying what's needed is just one critical step in optimizing every area of your center for optimum productivity.
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
Discover How a Leading Healthcare Provider Transformed Customer Experience and Increased ROI
Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer
Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI
By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service
Understanding Mobile Phone Use and 5G Expectations
New data from The Northridge Group confirms that nearly all mobile phone users have heard of 5G, most can articulate some of its benefits, and most associate 5G with faster speeds. Results from The Northridge Group’s new report on Mobile Phone Use and 5G Expectations were quite telling.