Resource Utilization
The Northridge Group – A Leading Management Consulting Firm
Workforce Management
Resource Utilization
Having the right number of associates in the right locations at the right times is critical to a better customer experience.
The Northridge Group can help you develop a Resource Utilization Strategy.
Using proactive, data-driven WFM processes combined with performance risk mitigation plans, we can customize a strategy for your Contact Center that will help you avoid the costly spiral of ongoing understaffing conditions.
Three areas of concentration for better workforce management
Resource Utilization
Using proactive, data-driven WFM processes combined with performance risk mitigation plans, we can customize a strategy for your Contact Center that will help you avoid the costly spiral of ongoing understaffing conditions.
Capacity Planning
Our state-of-the-art Capacity Planning Model will help you predict future associate availability and compare that against predicted FTE requirements to determine if your organization is staffed correctly to handle expected workloads.
Labor Optimization
With AI and automation taking on mundane tasks, the Contact Center agents who have the right skillset and experience are more important than ever for a strong customer-centric focus. Establishing a long-term hiring strategy is crucial – then creating a retention plan with training and advancement is the next step.
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
These companies trust us for all their contact center operation’s needs. Learn why – contact us today.
Read our latest blogs & Case Studies
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