The NRG WFM Assessment
Proven methodologies to identify opportunities for growth
The NRG Assessment
Assessing your WFM
The Northridge Group offers Workforce Management Assessments to help identify our clients’ Workforce Management needs.
Our comprehensive end-to-end assessments of current state Workforce Management are designed to outline where the organization stands compared to industry best practices. Detailed recommendations are provided for the key areas of Workforce Management related to people, process, and technology.
Our Workforce Assessments provide comprehensive feedback that is useful for:
- Long-term and short-term forecasting
- Scheduling
- Real-time intraday management
- Managing WFM core processes and tools
- Measuring and achieving business results and metrics
- Improving WFM organization effectiveness
Our approach
Our Workforce Management Assessments help Contact Center leaders address a variety of challenges, including:
- Anticipating staffing needs and strategizing to meet them
- Rising cost per contact
- Transformation from a small contact center to support growth
- Preparing for new legislation and regulations that impact contact center operations
- Concerns regarding WFM metrics, best practices, calculations or standards
- The need for help sizing or calculating ROI for initiatives or automation
If you’re facing any of these challenges or beyond, please contact us today. We offer no-obligation discovery calls.
Different Assessments for the different areas of your business
Training & Coaching Assessment
We review existing training & coaching programs, conduct interviews and exam processes to fully understand the existing framework so we can make an educated recommendation.
Workforce Management Assessment
Managing your workforce is critical to the success of your business and the long term brand loyalty of your customers. We apply the same assessment framework to WFM area, identifying opportunities and supplying solutions.
Quality Monitoring Assessment
Our ultimate objective is to establish an improved quality management operation that is in alignment with the strategic direction of your business, delivering on growth, profitability, scalability and improved customer experience objectives.
Technology Assessment
The contact management platform not only routes and queues customer interactions, but it’s also the enabling or limiting factor when it comes to deploying advanced capabilities required to enhance Customer Experience and lower operating costs. We look at every platform to ensure they are providing the intended support.
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