Solutions tailored to Meet WHEELS' needs
With more than 25 years of experience in business and contact center operations, we take our client’s successes and apply to the next, customizing it every time. We believe this creates a continuum of key performance indicators that define good business practices.
See how our expertise matches your needs below….
Customized Solutions
Customer Experience Mgmt and Strategy
Creating an amazing customer experience is really focused on one thing: the needs and wants of the customer. We look at the customer journey all the way from acquisition to loyalty phase, to advocate.
The key is to understand the journey in both qualitative terms through focus groups, mystery shopping and customer journey mapping, as well as quantitative terms through Customer Satisfaction Scores (CSAT), Net Promoter Scores (NPS), and Voice of the Customer (VOC) data.
We take pride in our immersive approach that allows us to fully understand all the facets that affect the delivery of an A-List customer experience.
Quality Management
In management consulting, Quality Management is often offered as a service to help organizations, especially those with large-scale contact center operations, to maintain and enhance the quality of their customer service offerings. This involves both strategic advice and hands-on implementation support to ensure that best practices are adopted and maintained.
Our services include focus on the following:
- Continuous Improvement
- Standards & Compliance
- Technological Integration
- Strategic Decision Making
- Customer Experience Improvement
Knowledge Management
As corporate information evolves rapidly, ensuring that your team has access to the latest updates is crucial. A robust Knowledge Management System (KMS) becomes indispensable in this context. These platforms not only store and retrieve vital knowledge but also enhance your team’s ability to deliver informed, consistent service.
With a well-implemented KMS, associates no longer need to have all the answers memorized. Instead, they can quickly find and share the correct information with customers, ensuring accuracy and efficiency. By streamlining access to key insights, a strong KMS allows your team to focus on what truly matters—providing exceptional customer service.
Coaching & Leadership Development
Our Frontline Excellence Programs help organizations improve critical service levels, drive an enhanced Customer and Employee Experience and enable consistency across the organization for lasting, scalable results.
Key outcomes include:
– Building and strengthening frontline leadership (manager/director) capabilities
– Enhancing performance management through common cascaded metrics and a dashboard
– Developing a process for regular dialogues on performance through daily huddles and visual display boards
– Creating structured coaching through dedicated coaching time, different coaching formats, and calibrated call evaluation
– Identifying process improvement opportunities and embedding a root cause problem-solving approach at the frontline
Workforce Management
Are your leaders struggling with the balancing the demands of the call center – staffing for high volume times while ensuring employees needs are met? We offer various solutions to WFM, including initial assessment, scheduling & forecasting, contact center attrition, resource utilization, training & coaching, capacity planning, labor strategy & performance optimization.
Through our thorough assessments, we are able to identify gaps and areas of opportunity in your workforce management strategies. We can apply solutions that fit your staff, timeline, and budget.
Performance Management
IVR Management
Proper design and optimization are crucial to the success of IVR technology. When appropriately optimized, an IVR will accurately reflect the brand, use clear, customer-friendly language, provide easy-to-use self-service and concise messaging, demonstrate respect for the customer’s time and leverage data to assess Customer Experience and effectiveness. Anticipated benefits of IVR optimization are:
- Customer Need Focused
- Well-Defined Processes
- Timely Information
- Operational Metrics
Read out latest blog on expected trends in IVR technology in 2025.
Artificial Intelligence
Continuous Learning Programs
Studies show employees who are continuously learning feel empowered to make decisions and solve problems, as well as a sense of strong loyalty. We specialize in creating dynamic LMS modules that can stand alone or complement existing training programs. We also have expertise in creation of entire training programs, with the blended learning model in mind. Whether it’s new hire onboarding or continuous learning, we have the expertise to help you achieve your goals. Contact us today to learn more about how we can transform your contact center training.
- Self-paced
- Digitized
- Knowledge Assessments
- Static Assets
- Interactive Elements
Cost Transformation
As an enterprise grows and faces challenges created by marketplace disruptions, increasing client expectations, legacy platforms or regulatory compliance requirements, “business as usual” is not a recipe for success. Instead, continuous evaluation of all the levers that impact financial performance — including the way costs are managed – will ensure financial success.
We’ve spent over 20 years helping Fortune 500 companies and beyond reach the business performance they need to compete and succeed. Contact us today and begin the conversation.
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Read our latest blogs & Case Studies
Case Study: helping a Non-Profit Prepare for Growth
The Situation In the fall of 2023, a national non-profit organization contacted The Northridge Group. Faced with the decision to either grow and remain independent
Report: The Future of Voice Biometrics in Your Business
Throughout history, humans have relied on physical characteristics for identification.Fingerprints, for instance, were utilized in ancient Babylon for business transactions.Today, biometrics encompasses a broader range of
Interview with Joni Arison: Diving into Contact Center Consulting | Boardroom Insight
“For organizations that are aware of these challenges, consultants can serve as a validating partner, providing objective confirmation of what internal leaders suspect and giving