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.