Performance Management

The Northridge Group – A Leading Management Consulting Firm

Contact Center Optimization

Managing Performance

Many organizations have limited access to performance metrics or are unaware of the best metrics to use to drive customer satisfaction and operational effectiveness.

Defining Key Performance Indicators (KPIs) is challenging yet critical. When KPIs are not measured and reported accurately, businesses can be negatively impacted.

Limited knowledge of Contact Center Metrics and best practices hinders the ability to make data-driven decisions and to improve customer engagement. Simple metrics have their place, but they don’t inform priorities or rewards, leaving organizations unsure of how their performance compares with their goals. And, if reporting is limited to the top unit level, it won’t provide visibility into the coaching that is needed to improve individual performance results.

Manage & Improve Performance

The Northridge Group helps clients manage and improve their Contact Center performance.

Goal setting
Development of metrics
Best practices for reporting
Dashboard design
Source of truth documentation
Managing coaching cadence and strategy
Ensuring data hygiene

We Solve Real Problems

what can we do for you?

CONTACT CENTER MANAGEMENT

Our consulting model is highly collaborative and designed to maximize the value of customer Contact Centers, leveraging customer touchpoints for end-to-end, cross-functional process improvements.

QUALITY MONITORING

When you apply our Contact Center compliance monitoring solutions, your organization can leverage a real-time focus group with thousands of data points streaming in on a regular basis.

BUSINESS PROCESS OPTIMIZATION

We work hand-in-hand with you at every level of your organization, ensuring that business process improvement plans are achieved in a manner that makes sense for everyone invovled.

TRAINING PROGRAMS & COACHING SOLUTIONS

We leverage operational experience and best practice insights to help our clients deliver best-in-class training and coaching programs for their employees. Our targeted offerings enable leaders to focus on continuous improvement & employee development to drive better business outcomes.

DATA & ANALYTICS

Knowing how to mobilize and transform your data into meaningful insights can be difficult, but it’s also critical to your organization’s success. The Northridge Group can help you operationalize your data strategy, allowing you to unlock valuable customer insights and make informed data-driven business decisions.

ALL THINGS CONTACT CENTER

When we collaborate with you to understand the opportunities your contact center has, we look at three areas: people, processes and technologies. We believe each relies on the other. Through our in-depth assessments, we determine where needs lie and provide actionable, customized solutions.

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.